Ob Summary
We are seeking an experienced, hands-on
Amazon Connect Developer to design, configure, and scale our cloud-native Contact Center as a Service (CCaaS) platform. In this role, you will be responsible for creating dynamic, omni-channel customer journeys, automating self-service customer interactions, and integrating communication workflows with core backend systems. You will work closely with Solution Architects, Product Managers, and business stakeholders to build highly secure, resilient, and intelligent contact centre solutions. [ 1 ]
Key Responsibilities
- ï¸ Core Amazon Connect & Telephony Development
- Design and deploy complex Interactive Voice Response (IVR) systems, chat workflows, and omni-channel contact routing profiles within Amazon Connect. [ 1 , 2 , 3 ]
- Build and version-control dynamic Amazo
- Connect Contact Flows, ensuring customer inquiries seamlessly queue across correct skill groups. [ 1 ]
- Implement safe fallback paths, degraded-mode handling, and customer-friendly error validation mechanisms to prevent dropped or hung calls. [ 1 ]
- AWS Ecosystem & API Integration
- Develop customized backend services using serverless computing, specifically creating AWS Lambda functions in Node.js, Python, or Java to fetch data or validate system states. [ 1 , 2 , 3 ]
- Connect the communication platform to enterprise Customer Relationship Management (CRM) tools like Salesforce, Zoho, ServiceNow, or Zendesk via standard REST APIs and OAuth2. [ 1 ]
- Stream real-time transactional data and performance data using cloud-native streaming and database engines (e.g., Amazon Kinesis, DynamoDB, Amazon S3). [ 1 , 2 ]
- AI-Driven Customer Experience
- Incorporate Conversational AI bots by building and managing Amazon Lex (V1/V2) intents to automate conversational self-service channels.
- Deploy sentiment analysis and analytics tools such as Amazon Connect Contact Lens, Amazon Q, and Bedrock to empower agent desktops with assistive generative AI insights
