Role Overview

We are seeking an experienced and technically proficient
Amazon Connect Specialist
with 5-8 years of qualified 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 efficient 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 broad

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