Amazon Connect Engineer

Amazon connect Engineer

Core Experience · 2–5 years of experience in Amazon Connect development and AWS ecosystem · Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills · AWS Services: o Amazon Connect o AWS Lambda o DynamoDB o S3 o API Gateway o IAM · Conversational AI: Amazon Lex · Integration: REST APIs, CTI integrations with CRM tools · Scripting/Programming: Basic knowledge of Python (preferred) Nice-to-Have Skills · Experience with CloudFormation or Terraform · Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements · Exposure to CloudFront, Cognito is an added advantage Key Responsibilities Amazon Connect & IVR Development · Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect · Configure and manage queues, routing profiles, hours of operation, and security profiles · Develop and optimize call flow logic to enhance customer experience and reduce call handling time · Implement advanced features such as callback functionality, dynamic routing, and escalation paths Amazon Lex & Conversational AI · Design and configure Amazon Lex Bots for voice and chatbot interactions · Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases AWS Integration & Backend Development · Develop serverless integrations using: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval) · Implement API-based integrations using API Gateway for external system connectivity · Enable dynamic routing and personalization using customer data and backend systems