Description

Job Description

Key Responsibilities

  • Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
  • Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications.
  • Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
  • Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
  • Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
  • Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.

Job Qualifications

  • Strong programming skills using Java, Spring Boot
  • Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
  • Experience working in Agile environments (Jira)
  • Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
  • Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
  • Good experience and knowledge of networking concepts and protocols especially in telephony environment

Required Experience

  • 5+ Years of experience in Contact Center technologies and Cloud Architecture
  • 5+ Years of hands-on experience Amazon Connect and AWS
  • 2+ Years of experience using Terraform

Key Skills
Education

Any Graduate

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