Job Description

Remote

What We Offer:

Opportunity to work on cutting-edge AWS technologies Dynamic, collaborative work environment Competitive salary and benefits Flexible work arrangements

What you will be doing:

Amazon Connect Configuration & Support o Design, configure, and maintain Amazon Connect instances, routing profiles, queues, contact flows, and prompts. Implement and manage integrations with AWS Lambda, Lex bots, Kinesis, DynamoDB, and S3 for call analytics and automation. Set up call recording, transcription, sentiment analysis, and contact trace record (CTR) exports IVR and Conversational AI Development Build advanced contact flows using Amazon Lex and AWS Lambda to support natural language understanding (NLU). Implement menu-based and AI-powered IVRs tailored to business workflows. Platform Integrations Work closely with CRM, WFM, ticketing platforms (e.g., Salesforce, Zendesk), and analytics tools to ensure seamless data flow and agent desktop experience. Enable third-party integrations via REST APIs and event-driven architectures. Monitoring, Troubleshooting, and Optimization Use CloudWatch, CloudTrail, and Amazon Connect metrics to monitor and troubleshoot performance issues. Analyze contact center KPIs (AHT, CSAT, FCR, containment rate) and optimize flows accordingly. Security and Compliance o Ensure system security aligns with internal policies and external regulations (e.g., HIPAA, PCI). Manage IAM roles, permissions, and encryption policies. Stakeholder Engagement & Documentation Collaborate with business analysts, product managers, and CX teams to gather requirements and deliver customer-centric solutions. Document architecture, flow diagrams, and change management processes.

What we expect to have:

3+ years of experience working with Amazon Connect Strong hands-on experience with AWS services: Lambda, Lex, CloudWatch, IAM, S3, DynamoDB Experience designing contact flows, IVRs, and self-service solutions Proficiency in scripting (Node.js or Python) for Lambda functions Familiarity with contact center operations, KPIs, and metrics Excellent problem-solving skills and attention to detail o Strong written and verbal communication skills AWS Certified Solutions Architect or AWS Certified Developer Experience with Salesforce, Zendesk, or ServiceNow integration Familiarity with call recording/transcription services (Amazon Transcribe, Kinesis) Experience with Visual IVR, SMS integrations, or conversational AI

Job Title

Amazon Connect Specialist

Department

Customer Experience

Location

Gandhinagar