About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role: AWS Connect Conversational AI Designer

Exp: 2-5 years

Location: Remote

Job Overview:

The role has the accountabilities of designing intuitive, natural-sounding conversational experiences (IVR and chat) on Amazon Connect and Amazon Lex, partnering with developers,



CX and client teams to translate customer journeys into effective self-service dialogue.

Key Roles and Responsibilities:
- Design end-to-end conversational flows (voice IVR and chat) for Amazon Connect and Amazon Lex bots based on customer journey maps
- Write and refine voice user interface (VUI) scripts, prompts, error/fallback messaging and re-prompt strategies
- Define intents, utterances, slots and dialogue management logic for Amazon Lex/Lex v2 bots
- Design persona, tone of voice and conversational style guidelines aligned to client brand and CX standards
- Collaborate with AWS Connect developers to translate conversation designs into Contact Flows and Lex bot configurations
- Map customer journeys and self-service use cases, identifying opportunities for containment and deflection
- Conduct usability reviews, dry runs and call/chat transcript analysis to identify friction points and refine dialogue
- Partner with QA teams to define test s

📌 Aws Connect Conversational Ai Designer (Bahadurguda)
🏢 Firstsource
📍 Bahadurguda