IVR / Amazon Connect Specialist
The IVR / Amazon Connect Specialist is responsible for the design, configuration, implementation, testing, and ongoing support of Amazon Connect contact centre solutions. This role works closely with technical teams, business stakeholders, and clients to build and maintain IVR applications, call routing, contact flows, queues, agent configurations, reporting, and integrations.
Key Responsibilities
- Design, build, configure, and maintain Amazon Connect contact flows and IVR solutions.
- Configure queues, routing profiles, hours of operation, prompts, quick connects, security profiles, and agent configurations.
- Develop and support IVR functionality using Amazon Lex, AWS Lambda, APIs, and related AWS services.
- Implement skills-based and attribute-based routing to support business and operational requirements.
- Integrate Amazon Connect with CRM platforms, databases, APIs, and other third-party applications.
- Support inbound and outbound voice solutions, call transfers, callbacks, voicemail, and self-service functionality.
- Configure and troubleshoot contact attributes, Lambda integrations, routing logic, and error handling.
- Participate in contact centre migrations from legacy or existing platforms to Amazon Connect.
- Support solution design, requirements gathering, technical documentation, configuration, testing, UAT, deployment, and post-production support.
- Troubleshoot call flow, routing, audio, agent, integration, and reporting issues across Amazon Connect environments.
- Review CloudWatch logs and other AWS monitoring tools to identify and resolve technical issues.
- Support Amazon Connect reporting, real-time metrics, historical metrics, Contact Trace Records, and dashboard requirements.
- Work with Athena, QuickSight, or other reporting tools where required to support operational reporting and analytics.
- Maintain technical documentation, configuration standards, call flow diagrams, and deployment procedures.
- Follow change management and release processes when moving configurations between development, test, and production environments.
- Work directly with business stakeholders and contact centre teams to translate operational requirements into technical solutions.
- Provide technical guidance and support to administrators, operations teams, and other Amazon Connect resources.
Preferred Experience
- Hands-on experience configuring and supporting Amazon Connect in production environments.
- Strong understanding of IVR design, contact flows, queues, routing profiles, security profiles, and contact centre operations.
- Experience with Amazon Lex, AWS Lambda, CloudWatch, APIs, and JSON.
- Experience integrating Amazon Connect with external applications or CRM platforms.
- Understanding of contact centre metrics including service level, ASA, occupancy, abandonment, handle time, and queue performance.
- Experience with Contact Trace Records, Athena, QuickSight, or Amazon Connect reporting is an asset.
- Experience supporting contact centre migrations, implementations, or platform upgrades.
- Strong troubleshooting, documentation, communication, and stakeholder-management skills.
