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 effective 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, including:

- Serverless:

AWS Lambda (Node.js/Python), API Gateway.

- Data/Storage:

DynamoDB, S3, CloudWatch Logs/Metrics.

- AI/ML:

Familiarity with Amazon Lex, Transcribe, and Connect Wisdom.

- Development:

Strong programming skills in Python or Node.js for building custom Connect integrations.

- Networking:

Good understanding of telephony concepts, SIP, VoIP, and networking basics (DNS, VPNs, Firewalls).

- Soft Skills:

Strong analytical mindset, excellent communication skills for stakeholder management, and the ability to work effectively under pressure during critical system incidents.

Preferred Qualifications

- AWS Certified Developer or AWS Certified Solutions Architect.

- Previous experience in migrating on-premises contact centers to cloud-based solutions.

- Familiarity with CI/CD pipelines (GitHub Actions, AWS CodePipeline) for deploying infrastructure-as-code (Terraform/CloudFormation).

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