Chennai, Tamil NaduNoida, Uttar Pradesh
Job Summary
Call Routing & Customer Journey Optimization

Configure and optimize:
Call routing strategies
Skill-based and dynamic routing
Customer journeys
Improve IVR usability, reduce call transfers, and increase containment
Performance & Data Analysis

Analyze contact center metrics:
Call outcomes
Queue behavior
Abandonment trends
Identify friction points and optimization opportunities
Amazon Connect IVR Developer is responsible for designing, developing, deploying, and maintaining IVR (Interactive Voice Response) solutions using Amazon Connect and AWS services. The role focuses on contact flow design, call routing, API integration, and customer experience optimization in cloud-based contact centers

Key Responsibilities
1. IVR / Contact Flow Development
Design and develop Amazon Connect contact flows (voice & chat)
Build IVR menus, routing logic, queue handling, and prompts

Configure:
Queues
Routing profiles
Hours of operation
Ensure fail-safe handling (timeouts, fallback logic)
AWS Integration & Backend Development
Develop backend logic using AWS Lambda (Node.js/Python)

Integrate:
REST/SOAP APIs
CRM systems (Salesforce, Zendesk, etc.)

Use AWS services such as:
DynamoDB, S3, API Gateway, Kinesis
Lex for chatbot/voice bot integration

Key Responsibilities
1. Lead the design, development, and deployment of java, node.js,



and microservices applications on amazon web services.
2. Collaborate with cross functional teams to define technical solutions and resolve complex technical issues.
3. Mentor and coach team members on technical aspects, ensuring high-quality deliverables.
4. Conduct code reviews, performance tuning, and troubleshooting to maintain scalability and efficiency.
5. Drive continuous improvement initiatives to enhance development processes and technologies.
6. Stay updated with the latest trends and advancements in java, node.js, microservices, and amazon web services.
Skill Requirements
1. Proficiency in java programming and development.
2. Robust expertise in node.js and its runtime environment.
3. Experience in designing and implementing microservices architecture.
4. In-depth knowledge of amazon web services (aws) cloud services.
5. Ability to lead and motivate a technical team towards successful project delivery.
6. Excellent problem-solving and analytical skills.
7. Robust communication and interpersonal abilities to collaborate effectively with stakeholders.
8. Solid understanding of software development lifecycle and agile methodologies.

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📌 Senior Technical Lead - Java, Node.js, Microservices, AWS (India)
🏢 HCLTech
📍 India