Key Responsibilities:
- Design, develop, and deploy AWS Connect solutions for CIVR (Interactive Voice Response), Chatbots (Lex), omnichannel routing, and reporting .
- Architect scalable contact center solutions leveraging AWS Connect, Lambda, DynamoDB, S3, Kinesis, and CloudWatch .
- Implement AI/ML-driven chatbots using Amazon Lex with seamless integration into Connect flows.
- Develop real-time and historical reporting using Amazon Connect Analytics, QuickSight, or third-party tools .
- Optimize CCP (Contact Control Panel) , CRM integrations (Salesforce, Zendesk), and agent productivity tools .
- Ensure high availability, security, and compliance (HIPAA, GDPR, PCI) for AWS Connect deployments.
- Automate processes using AWS Step Functions, EventBridge, and SNS/SQS .
Required Skills:
✔ AWS Connect (Call flows, Queues, Routing Profiles, Security Profiles)
✔ Amazon Lex (Chatbot design, NLP, Lambda integration)
✔ AWS Lambda (Python/Node.js) for IVR logic & backend integrations
✔ Contact Center Reporting (Connect Metrics, QuickSight, BI tools)
✔ APIs & Integrations (REST, Webhooks, Salesforce, ServiceNow)
✔ Infrastructure as Code (Terraform, CloudFormation)
Nice to Have:
- AWS Certification ( Solutions Architect, Developer, or Connect Specialty )
- Experience with GenAI for contact centers (Amazon Q, Bedrock)
Knowledge of WFO tools (WFM, Recording, Quality Management)
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