• 9-15 years of experience in Amazon Connect development and AWS ecosystem
• Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills
• AWS Services: o Amazon Connect o AWS Lambda o DynamoDB o S3 o API Gateway o 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 Key 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, energetic 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: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval)
• Implement API-based integrations using API Gateway for external system connectivity
• Enable dynamic routing and personalization using customer data and backend systems