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)