Job Description AWS Contact Center AWS CC (L3)

Location: Noida
Experience: 7+ Years
Notice Period: Immediate Joiners Preferred

Role Overview

We are seeking an experienced AWS Connect L3 SME to provide advanced technical oversight, strategic guidance, and operational management of AWS Contact Center settings. The role involves architecting solutions, optimizing contact workflows, integrating third-party systems, and leveraging AI-powered tools for enhanced agent support.

Key Responsibilities
Architect and optimize AWS Connect solutions for contact routing, conversational bots, and third-party integrations
Manage AWS Connect Wisdom for real-time agent knowledge powered by AI/ML
Build and maintain intelligent search capabilities using Amazon Kendra
Develop, train, and deploy machine learning models using Amazon SageMaker
Create contact workflows, configure user security, routing, profiles, and business rules
Integrate conversational bots (Lex) with AWS Connect workflows
Conduct daily, monthly, and quarterly performance reviews




Manage all P1/P2/P3 incidents during shifts and ensure closure of tickets within SLA
Provide RCA or workarounds/solutions within SLA
Prepare capacity planning reports and conduct pre/post implementation reviews for all RFCs
Support continuous improvement initiatives and collaborate with development teams

Cross Skills
Genesys PureCloud system management and administration

Tools Technologies
AWS Native tools
AWS Connect
Amazon CloudWatch

Desired Skills
Solid troubleshooting and problem-solving skills in enterprise contact center environments
Hands-on experience with AWS Connect and related AWS AI/ML services
Excellent documentation and collaboration skills

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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