We are looking for an experienced Amazon Connect Developer with strong expertise in designing, developing, and implementing cloud-based contact center solutions. The ideal candidate should have hands-on experience with Amazon Connect, IVR development, contact flows, routing strategies, AWS services, and CRM integrations.

Key Responsibilities

- Design, develop, and maintain customer engagement solutions using Amazon Connect.
- Configure and manage Contact Flows, IVR systems, and customer interaction workflows.
- Implement and support ACD (Automatic Call Distribution) functionalities.
- Configure and manage Routing Profiles, Queues, and agent routing strategies.
- Develop and maintain integrations between Amazon Connect and enterprise applications.
- Build and support conversational AI solutions using Amazon Lex.
- Configure and utilize Amazon Contact Lens for call analytics, sentiment analysis, and customer insights.
- Develop serverless applications and integrations using AWS services.
- Collaborate with business stakeholders to understand requirements and deliver scalable contact center solutions.
- Monitor, troubleshoot,



and optimize contact center performance and customer experience.

Required Skills

- Hands-on experience with Amazon Connect / Amazon Connect Customer Service solutions.
- Strong experience in:
- Contact Flows
- IVR Design & Development
- ACD (Automatic Call Distribution)
- Routing Profiles
- Queues
- Contact Lens
- Amazon Lex

- Experience with AWS services:

- DynamoDB
- S3
- API Gateway
- IAM
- CloudWatch
- AWS Lambda

- Solid understanding of REST API development and integrations.
- Experience in CRM Integration (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
- Knowledge of CTI (Computer Telephony Integration) concepts and implementations.
- Experience in troubleshooting and resolving production issues within Amazon Connect environments.

Preferred Skills

- AWS Certification (Developer Associate / Solutions Architect Associate).
- Experience in omnichannel customer support solutions.
- Exposure to Contact Center migration and modernization projects.
- Experience with Conversational AI and chatbot implementations.

Qualifications

📌 Amazon Contact centre (Pune)
🏢 Capgemini
📍 Pune