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Job Description Amazon Connect Developer / Contact Center Engineer

Position: Amazon Connect Developer / AWS Contact Center Engineer
Experience: 4+ Years
Location: PAN India / Hybrid
Employment Type: Full-Time

Job Summary

We are seeking an experienced Amazon Connect Developer with robust expertise in IVR, Contact Center Solutions, and AWS Connect. The ideal candidate will be responsible for designing, developing, implementing, and supporting cloud-based contact center solutions using Amazon Connect and related AWS services.

Key Responsibilities
Design, develop, and maintain Amazon Connect contact center solutions.
Build and configure IVR call flows, routing strategies, queues, and customer self-service solutions.
Integrate Amazon Connect with CRM, third-party applications, APIs, and backend systems.
Configure and manage contact center features such as call recording, reporting, workforce management, and analytics.
Develop Lambda functions and use AWS services to extend Amazon Connect capabilities.




Troubleshoot and resolve contact center application issues and performance bottlenecks.
Collaborate with business stakeholders to gather requirements and deliver scalable solutions.
Support production deployments and ongoing maintenance activities.

Required Skills
Solid hands-on experience with Amazon Connect (AWS Connect).
Experience in IVR development and Contact Center technologies.
Knowledge of contact routing, call flows, queue management, and agent configurations.
Experience with AWS services such as:
AWS Lambda
API Gateway
Amazon Lex
DynamoDB
S3
CloudWatch
IAM
Understanding of REST APIs and system integrations.
Experience with Contact Control Panel (CCP) customization.
Knowledge of contact center reporting and analytics.

Preferred Skills
Experience with AI-powered chatbots and voice bots using Amazon Lex.
Knowledge of Genesys, Avaya, Cisco Contact Center, NICE CXone, or similar platforms.
AWS Certification is an added advantage.
Solid communication and stakeholder management skills.

📌 Amazon Connect Developer Pune
🏢 Capgemini
📍 Pune