Job Description
Job Description:
Job Summary
We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS Expert to join a dynamic team and assist with migration from legacy ASR/NLU IVR to Amazon Lex. You will work closely with cross-functional teams, including product, engineering, and operations to deliver high-quality, innovative, secure and scalable solutions that meet the evolving needs of the business.
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.
- Design, develop and implement ASR/NLU voice bots via Amazon Lex.
- 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 Lex features, including voice and chat capabilities, speech recognition, and text-to-speech.
- Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.
Job Qualifications
AWS Connect Experience
- Deep understanding of Amazon Connect core features and capabilities including Amazon Lex.
- 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.
- Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
- Experience with Amazon Connect's API's and SDK's
AWS Experience
- Solid experience with AWS infrastructure and services, including ECS, S3, Lambda,Dynamo DB etc.,
- Experience with AWS Security best practices.
- CRM Integrations and 3rd Party Integrations
- Experience with CRM API's and data models
Technical Skills
- Strong programming skills using Java, Spring Boot
- Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, etc.,)
- Experience working in Agile environments (Jira)
- Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
- Experience and understanding of legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.)
- Good experience and knowledge of networking concepts and protocols especially in telephony environment.
Other Qualifications
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- 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
- Experience with AI/ML technologies
Nice to have
- Experience with contact center migrations
- Related AWS Certifications
- Experience with cloud migrations
Required Education
Bachelor’s degree in computer science, Information Systems, or equivalent education or work experience
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