Job Description

• Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
• 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
• Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,
• Experience with AWS Security best practices.
• CRM Integrations and 3rd Party Integrations
• Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
• Experience with CRM APIs and data models
• Good to have experience integrating with WFM systems like Verint.
• Strong programming skills using Java, Spring Boot
• Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
• Experience working in Agile environments (Jira)
• Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
• Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
• Good experience and knowledge of networking concepts and protocols, especially in the telephony environment.

Requirements

• Excellent problem-solving and analytical skills
  
• Strong communication and interpersonal skills
  
• Ability to work independently and as part of a team
  
• 5+ Years of experience in Contact Center technologies and Cloud Architecture
  
• 5+ Years of hands-on experience with Amazon Connect and AWS
  
• 2+ Years of experience using Terraform.
  

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