Bachelor of Engineering, Bachelor Of Engineering, Master Of Comp. Applications, Bachelor Of Comp. Applications, Master Of Engineering, Master Of Technology
Service Line
Engineering Services
Responsibilities
- Amazon Connect IVR Development
- Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect
- Configure and manage queues, routing profiles, hours of operation, and security profiles
- Develop and optimize call flow logic to enhance customer experience and reduce call handling time
- Implement advanced features such as callback functionality, dynamic routing, and escalation paths
- Amazon Lex Conversational AI
- Design and configure Amazon Lex Bots for voice and chatbot interactions
- Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases
- AWS Integration Backend Development
- Develop serverless integrations using AWS Lambda, DynamoDB, S3
- Implement API-based integrations using API Gateway for external system connectivity
- Enable dynamic routing and personalization using customer data and backend systems
Technical and Professional Requirements:
- Core Experience 25 years of experience in Amazon Connect development and AWS ecosystem
- Solid hands-on experience in: Amazon Connect (mandatory)
- Contact flow and IVR design
- Queue and routing configuration
- Technical Skills AWS Services: Amazon Connect
- AWS Lambda
- DynamoDB
- S3
- API Gateway
- IAM
- Conversational AI: Amazon Lex
- Integration: REST APIs, CTI integrations with CRM tools
- Scripting/Programming: Basic knowledge of Python (preferred)
- Nice-to-Have Skills: Experience with CloudFormation or Terraform
- Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements
- Exposure to CloudFront, Cognito is an added advantage