Amazon Connect Developer

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

• Amazon Connect Expertise:

o Deep understanding of Amazon Connect core features and capabilities including Contact Lens.

o Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.

o Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.

o Experience with Amazon Connect's API's and SDK's

• AWS Experience:

o Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,

o Experience with AWS Security best practices.

• CRM Integrations and 3rd Party Integrations

o Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)

o Experience with CRM API's and data models

o Good to have experience integrating with WFM systems like Verint.

• Technical Skills

o Strong programming skills using Java, Spring Boot

o Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)

o Experience working in Agile environments (Jira)

o Strong experience with DevOps practices and CICD (Terraform, Jenkins, Spinnaker, Git etc.,)

o 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.,)

o Good experience and knowledge of networking concepts and protocols especially in telephony environment.

• Other Qualifications:

o Excellent problem-solving and analytical skills

o Strong communication and interpersonal skills

o Ability to work independently and as part of a team

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