Amazon Connect Specialist

India
Permanent
Full-time

1 day ago

Job Description:This role is for one of the Weekday's clientsSalary range: Rs 500000 - Rs 1200000 (ie INR 5-12 LPA)Min Experience: 3 yearsLocation: IndiaJobType: full-timeWe are looking for an experienced Amazon Connect Specialist to join our team and play a key role in building and optimizing our next-generation contact center solutions. This role requires hands-on expertise with Amazon Connect, AWS Lambda, and LexBot, ensuring the seamless integration of intelligent automation and scalable cloud-based contact center capabilities. You will collaborate with cross-functional teams, including business stakeholders, architects, and developers, to design, implement, and maintain robust customer engagement workflows that deliver an exceptional customer experience.The ideal candidate will have a solid background in cloud-based contact center technologies, strong problem-solving skills, and proven experience in creating customized and scalable solutions using AWS services. You will serve as the go-to expert for Amazon Connect and related AWS services, helping us innovate, streamline, and transform customer interaction processes.Requirements:Key Responsibilities

Design, implement, and optimize Amazon Connect solutions to support advanced contact center requirements, including IVR flows, call routing, and real-time analytics.
Develop and integrate AWS Lambda functions to automate workflows, enable dynamic routing, and connect external systems with Amazon Connect.
Implement and configure LexBot to provide conversational AI capabilities, enabling natural language interactions with customers.
Collaborate with solution architects and developers to ensure seamless integration of Amazon Connect with other business systems (e.g., CRM, ticketing, or ERP platforms).
Create and maintain contact flows, queue configurations, routing profiles, and user management within Amazon Connect.
Provide technical expertise in troubleshooting, monitoring, and optimizing Amazon Connect and Lambda implementations.
Work closely with stakeholders to analyze business needs and translate them into technical solutions that align with organizational goals.
Ensure adherence to security, compliance, and best practices in the development and deployment of contact center solutions on AWS.
Document solution designs, configurations, and processes for knowledge sharing and future scalability.
Stay updated on the latest AWS innovations and recommend improvements to enhance customer engagement and operational efficiency.

Required Skills & Qualifications

3-5 years of hands-on experience working with Amazon Connect in a production environment.
Strong expertise in building and managing AWS Lambda functions for automation and integration.
Proficiency in designing and implementing LexBot solutions for natural language processing within Amazon Connect.
In-depth knowledge of AWS ecosystem and services relevant to contact center implementations.
Solid understanding of contact center workflows, IVR design, and customer engagement best practices.
Strong problem-solving skills with the ability to analyze complex requirements and develop scalable solutions.
Experience integrating Amazon Connect with third-party applications, APIs, and enterprise systems.
Familiarity with security standards, compliance frameworks, and monitoring tools in AWS environments.
Excellent communication and collaboration skills to work effectively with technical and non-technical teams.

Preferred Skills

AWS certification(s) such as AWS Certified Solutions Architect - Associate or AWS Certified Developer - Associate.
Experience with other AWS services like DynamoDB, S3, CloudWatch, and API Gateway.
Background in customer service operations or prior exposure to large-scale contact center transformations.

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