support enterprise contact center solutions using Amazon Connect. The ideal candidate should have strong experience in Amazon Connect contact flows, AWS Lambda, DynamoDB, CloudWatch, and Service Cloud Voice (SCV) integration with Amazon Connect. The role also requires experience supporting production environments, troubleshooting complex issues, and participating in Proof of Concepts (POCs) for current contact center capabilities.

Key Responsibilities

- Design, develop, and maintain Amazon Connect contact center solutions.

- Build and enhance contact flows, customer queue flows, transfer flows, whisper flows, and callback flows.

- Develop and integrate AWS Lambda functions to implement custom business logic.

- Design and manage DynamoDB tables for contact center applications.

- Monitor, troubleshoot, and optimize solutions using Amazon CloudWatch, logs, and metrics.

- Implement and support Salesforce Service Cloud Voice (SCV) integration with Amazon Connect.

- Configure CTI integration, screen pops, agent workspace, and contact attribute mapping.

- Troubleshoot production incidents, perform root cause analysis (RCA),



and provide L2/L3 support.

- Collaborate with business analysts, architects, and product owners to gather requirements and implement solutions.

- Participate in Proof of Concepts (POCs) to evaluate new Amazon Connect features and AWS services.

- Ensure solutions follow AWS best practices for scalability, security, and reliability.

- Support deployment activities using CI/CD pipelines and infrastructure-as-code where applicable.

- Create technical documentation, deployment guides, and operational runbooks.

Required Skills

Amazon Connect

- Amazon Connect contact flows

- Customer Queue Flow

- Transfer Flow

- Agent Whisper Flow

- Customer Whisper Flow

- Routing Profiles

- Queues

- Quick Connects

- Hours of Operation

- Contact Attributes

- Lex Bot integration (preferred)

AWS Services

- AWS Lambda

- Amazon DynamoDB

- Amazon CloudWatch

- Amazon S3

- IAM

- API Gateway (preferred)

- Amazon SNS/SQS (preferred)Role & responsibilities

Preferred candidate profile

📌 Amazon Connect Developer (Pune)
🏢 Mindpool Technologies
📍 Pune