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Job description
Roles and Responsibilities
Design, develop, and optimize Amazon Connect contact flows, routing profiles, queues, and workflows.
Develop IVR/IVA solutions and integrate Amazon Lex bots with Amazon Connect.
Build serverless solutions using Lambda, DynamoDB, S3, and API Gateway .
Integrate Amazon Connect with CRM and enterprise applications .
Configure and troubleshoot PSTN, SIP, DIDs, call routing, and call quality .
Implement contact event streaming and analytics using Kinesis .
Configure monitoring and troubleshooting with CloudWatch, CloudWatch Insights, and X-Ray .
Apply AWS security best practices using IAM, policies, and encryption .
Automate deployments using Terraform/CloudFormation and CI/CD pipelines.
Leverage Contact Lens, AI/ML, sentiment analysis , and contact center analytics.
Support WFM/WFO integrations such as Verint and NICE.
Develop reporting solutions using Redshift, Athena, QuickSight, and Kinesis .
Troubleshoot production issues and perform root-cause analysis.
Create technical documentation and collaborate with architecture, development, DevOps, and
Required Skills & Experience
Strong experience designing and developing Amazon Connect contact flows and routing profiles .
Expertise with AWS Lambda, DynamoDB, S3, CloudWatch, and API Gateway .
Experience with IVR/IVA flows, conversational design, and Amazon Lex integrations.
Experience integrating Amazon Connect with CRM platforms .
Strong telephony knowledge including PSTN, SIP, DIDs, call routing, and call quality troubleshooting .
Experience with Kinesis streaming, call event logs, and analytics pipelines .
Good understanding of AWS IAM, roles, policies, and encryption .
Experience with Terraform/CloudFormation and DevOps/CI/CD pipelines.
Experience with Amazon Connect Contact Lens, AI/ML, sentiment analysis, and contact center analytics .
Knowledge of WFM/WFO platforms such as Verint and NICE.
Experience with CloudWatch Insights and AWS X-Ray for monitoring and troubleshooting.
Familiarity with Redshift, Athena, and QuickSight for reporting and analytics.
Strong solution-design, documentation, communication, and troubleshooting skills.
AWS certifications such as Solutions Architect Associate/Professional or Developer Associate are preferred.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.