Employment Type: Part-Time / Contract

Role: Amazon Connect AI Engineer – Voice AI & IVR Modernization

About the Role

We are looking for an experienced Amazon Connect AI Engineer to modernize traditional DTMF-based IVR systems into intelligent, Voice AI-enabled conversational experiences. The ideal candidate will have strong hands-on expertise in Amazon Connect, Amazon Lex V2, AWS Lambda, serverless architecture, and enterprise system integrations.

You will be responsible for enhancing existing contact-center solutions while preserving critical business logic, authentication, call routing, queue configurations, and customer experience.

Key Responsibilities

- Design, develop, and maintain complex DTMF-based IVR systems using Amazon Connect.
- Migrate traditional keypad-based IVR flows to conversational Voice AI-enabled IVRs.
- Integrate Amazon Lex V2 intents, slots, speech recognition, and DTMF fallback with Amazon Connect.
- Develop and maintain Amazon Connect contact flows, flow modules, routing, queues, and error-handling logic.
- Build serverless integrations using AWS Lambda (Python/Node.js), API Gateway, DynamoDB, and other AWS services.
- Integrate REST APIs, CRM platforms, and enterprise backend applications.
- Preserve existing business logic, authentication, routing, and customer journeys during IVR modernization.
- Create and update end-to-end IVR architecture diagrams and call-flow documentation using Microsoft Visio.
- Perform integration testing, regression testing, troubleshooting, and production support.




- Support deployments through CI/CD pipelines and follow AWS security and engineering best practices.

Required Skills

- Robust hands-on experience with Amazon Connect.
- Proven experience designing and developing complex IVR and contact-flow solutions.
- Experience migrating DTMF-based IVRs to conversational Voice AI.
- Strong experience with Amazon Lex V2, including intents, slots, and fallback handling.
- AWS Lambda development using Python or Node.js.
- Experience with API Gateway, DynamoDB, S3, IAM, and CloudWatch.
- REST API development and enterprise system integrations.
- Understanding of speech recognition, DTMF fallback, authentication, routing, queues, and error handling.
- Experience with Microsoft Visio, IVR architecture diagrams, integration testing, and regression testing.
- Familiarity with CI/CD pipelines and deployment support.

Preferred Skills

- Amazon Bedrock and Generative AI / LLM-based applications.
- Amazon Connect Agentic Voice capabilities and Contact Lens.
- Conversational AI, NLP, prompt engineering, RAG, and AI agents.
- Healthcare or insurance contact-center experience.
- HIPAA compliance and secure handling of sensitive customer information.
- Enterprise CRM and contact-center integrations.

Ideal Candidate A hands-on engineer who can independently modernize existing IVR environments, integrate Voice AI capabilities, maintain business continuity, and deliver reliable, secure, production-ready contact-center solutions. Interested candidates: Apply through LinkedIn with your updated resume and relevant Amazon Connect / Lex V2 implementation experience.

📌 Freelance Amazon Connect AI Engineer (India)
🏢 IndiTech Consulting
📍 India