About this role

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.

12+ Years of Experience

Amazon Connect & Contact Lens

Contact Flows, Advanced Routing, Speech Recognition, AWS Lex & Polly

Amazon Connect Integration with Lambda, SQS, SNS

Amazon Connect APIs & SDKs

AWS Infrastructure: EC2, S3, VPC, API Gateway, Step Functions

AWS Security Best Practices

CRM Integration: Salesforce, ServiceNow

CRM APIs & Data Models

Python, Node.js, JavaScript, Java, C#

SQL & NoSQL: RDS, DynamoDB, Aurora, Redshift

AWS Glue & Kinesis / ETL

Agile: Scrum, Kanban, SAFe

DevOps & CI/CD: Terraform, Jenkins, Spinnaker, Git

Security: Active Directory, IAM, SAML, SSO

Compliance: PCI DSS, PII, HIPAA, GDPR

Networking & Telephony Protocols

5+ Years Contact Center Technologies & Cloud Architecture

5+ Years Hands-on Amazon Connect & AWS

2+ Years Terraform

Amazon Connect Architect/Consultant - No C2C

Key skills