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Job Title: Amazon Connect Developer / Amazon Connect Contact Center Engineer

Experience: 4-8 Years
Location: PAN India / Hybrid
Employment Type: Full-Time

Job Summary

We are seeking an experienced Amazon Connect Developer with strong expertise in designing, developing, and supporting cloud-based contact center solutions using Amazon Connect. The ideal candidate should have hands-on experience in building and managing contact flows, IVR solutions, routing configurations, integrations with enterprise applications, and AWS services that support Amazon Connect ecosystems.

Required Skills

Primary Skill

- Robust hands-on experience in Amazon Connect / Amazon Connect Customer Service solutions
- Experience in designing, developing, and implementing Amazon Connect contact center applications

Amazon Connect Capabilities

- Contact Flows
- Interactive Voice Response (IVR)
- Automatic Call Distribution (ACD)
- Routing Profiles
- Queues and Queue Management
- Agent Workspace Configuration
- Contact Lens for analytics, transcription, and sentiment analysis

AWS Services

- Amazon Lex (Chatbots and Voice Bots)
- AWS Lambda
- DynamoDB
- S3 Buckets
- API Gateway
- IAM (Identity and Access Management)




- CloudWatch Monitoring and Logging

Integration Skills

- REST API Development and Integration
- CRM Integration (Salesforce, ServiceNow, Dynamics, etc.)
- CTI (Computer Telephony Integration)
- Third-Party Application Integration
- Webhook and Middleware Integration

Responsibilities

- Design and develop end-to-end contact center solutions using Amazon Connect.
- Build and maintain contact flows, IVR applications, routing strategies, and queue configurations.
- Configure Routing Profiles, Agent Hierarchies, and Contact Control Panels.
- Develop conversational AI solutions using Amazon Lex integrated with Amazon Connect.
- Implement Contact Lens features for call recording, transcription, analytics, and quality monitoring.
- Integrate Amazon Connect with CRM platforms and enterprise systems using REST APIs and AWS services.
- Develop and maintain serverless solutions using Lambda, API Gateway, DynamoDB, and S3.
- Monitor application performance and troubleshoot issues using CloudWatch.
- Ensure security best practices through IAM roles, policies, and access controls.
- Participate in requirement gathering, solution design, testing, deployment, and production support activities.

📌 Amazon Connect (Chennai)
🏢 Capgemini
📍 Chennai