Role Overview

We are seeking an experienced and technically proficient Amazon Connect Specialist with 5-8 years of professional experience in cloud-based contact center solutions. The ideal candidate will be responsible for designing, deploying, and optimizing omnichannel customer service experiences using the AWS ecosystem, with a deep focus on Amazon Connect. You will play a critical role in transforming customer engagement by building scalable, intelligent, and productive contact center workflows.

Key Responsibilities
Solution Design & Implementation: Architect and deploy end-to-end contact center solutions using Amazon Connect, including IVR flows, routing profiles, queues, and agent configurations.
Integration: Seamlessly integrate Amazon Connect with other AWS services (Lambda, Lex, DynamoDB, S3, SNS/SQS) and third-party CRM platforms (Salesforce, Zendesk, etc.).
Contact Center Automation: Design and implement intelligent conversational AI/ML solutions (using Amazon Lex and Connect Wisdom) to automate customer interactions.
Monitoring & Optimization:



Proactively monitor contact center performance metrics (e.g., Average Handle Time, First Call Resolution) and optimize routing strategies for maximum efficiency.
Security & Compliance: Ensure all contact center configurations adhere to AWS security best practices, including IAM policies, data encryption, and regional compliance requirements.
Troubleshooting: Diagnose and resolve complex routing issues, voice quality problems, and integration failures to ensure a stable, production-grade environment.
Operational Support: Assist with UAT, post-cutover support, and provide technical guidance to stakeholders on leveraging Amazon Connect features.
Required Skills & Experience
Core Experience: 5-8 years of experience in IT/Cloud, with at least 3+ years specifically focused on implementing and managing Amazon Connect in production environments.
AWS Expertise: Strong hands-on proficiency with the broader AWS ecosystem, i

📌 Amazon Connect Specialist (India)
🏢 Ironbook AI
📍 India