Role: AWS Connect

Key Responsibilities:
- Configure and develop AWS Connect contact flows for voice, chat, email, IVR, prompts, and call dispositions.
- Develop AWS Connect reports and dashboards to track performance and customer experience.
- Integrate AWS Connect with HITS and other platforms using APIs.
- Work with AWS Lambda, DynamoDB, S3, SES, and CloudWatch.
- Troubleshoot integration and contact center issues.
- Implement omnichannel capabilities and improve call routing, AHT, and customer satisfaction.
- Support continuous improvement, automation, and cloud contact center initiatives.
- Ensure PCI compliance and provide technical support/on-call assistance.

Must-Have Skills:
- AWS Connect / Amazon Connect experience.
- IVR and Contact Center configuration experience.
- API integration & Postman.
- Knowledge of call center processes, IVR, queuing, WFM, and agent performance.
- Robust analytical and problem-solving skills.
- Good communication skills.
- SQL knowledge is an advantage.
- AWS Lex / AI / Chatbots knowledge is a strong advantage.

Experience:
- 12 years of AWS Connect IVR configuration, OR
- 2–5+ years of experience with similar contact center technologies.

📌 AWS Connect Support Engineer (Chennai)
🏢 Vilwaa Tech Enablers
📍 Chennai