Experience Range: 4 to 10 years
Location: Pan India
Core Technical Skills
1. Amazon Connect Development (5+ Years)
- Hands-on experience in designing, developing, and deploying Amazon Connect solutions.
- Expertise in creating and managing contact flows, routing strategies, queues, and IVR solutions.
- Experience integrating Amazon Connect with AWS Lambda, Amazon Lex, and Amazon Polly.
- Knowledge of real-time and historical reporting, analytics, and contact center optimization.
- Experience with API integrations and third-party CRM/CTI platforms.
2. AWS Expertise (5+ Years)
- Strong knowledge of AWS services including Lambda, DynamoDB, S3, IAM, CloudWatch, API Gateway, and CloudFormation.
- Experience building serverless and microservices-based architectures.
- Understanding of AWS security, monitoring, governance, and cost optimization best practices.
- Experience with CI/CD pipelines and infrastructure automation.
3. Telephony & Contact Center Technologies
- Strong understanding of SIP, VoIP, IVR, CTI, and contact center operations.
- Experience with call routing, queue management, agent productivity metrics, and reporting dashboards.
- Knowledge of contact center migration strategies from on-premises to cloud platforms.
- Understanding of omnichannel customer engagement solutions.
Key Responsibilities
- Design, develop, and implement Amazon Connect-based contact center solutions.
- Integrate Amazon Connect with AWS services and enterprise applications.
- Develop conversational AI solutions using Amazon Lex and voice capabilities using Amazon Polly.
- Troubleshoot production issues and optimize performance, scalability, and reliability.
- Collaborate with business stakeholders, architects, and development teams to deliver customer-focused solutions.
- Participate in solution design reviews, code reviews, and technical mentoring.
Required Qualifications
- Minimum 5 years of hands-on experience with Amazon Connect and related AWS voice services.
- Minimum 5 years of professional experience working on AWS cloud technologies.
- Strong experience with telephony systems and contact center technologies.
- Experience developing integrations using APIs, Lambda functions, and event-driven architectures.
- Excellent problem-solving, communication, and stakeholder management skills.
- Ability to lead technical initiatives and mentor team members.
