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Practice: Technology & Transformation | Conversational AI

Location: Bangalore

Employment Type: Full-time

Role Summary

We are seeking a highly skilled AWS Connect Engineer to design, develop, configure, and support cloud-based contact center solutions using Amazon Connect and related AWS services. The ideal candidate will have hands-on experience in building contact center journeys, integrating backend systems using AWS Lambda, configuring reporting and analytics capabilities, and implementing customer experience enhancements through Amazon Connect services.

The role involves working closely with business stakeholders, solution architects, product owners, and implementation teams to deliver scalable, secure, and enterprise-grade contact center solutions.

Key Responsibilities

Amazon Connect Development & Configuration

• Design, build, test, and deploy Amazon Connect contact flows for:
• Inbound voice journeys
• Outbound campaigns
• Self-service IVR solutions
• Authentication workflows
• Agent transfer and queue management
• Callback and routing strategies
• Multi-language customer journeys
• Configure:
• Queues
• Routing profiles
• Security profiles
• Users and permissions
• Hours of operation
• Quick connects
• Prompts and customer experience flows
• Troubleshoot and optimize call routing and customer interaction flows.

Amazon Connect Data Table Configuration

• Design and configure Amazon Connect Data Tables.
• Create and maintain customer, account, product, and business-specific datasets.
• Implement lookup-based routing and decision-making using Data Tables.
• Configure data validation and data retrieval mechanisms within contact flows.
• Support dynamic customer experiences using Data Table integrations.
• Ensure data consistency, security, and governance.

AWS Lambda Integration

• Develop and maintain AWS Lambda functions using:
• Python
• Node.js
• Java (preferred)
• Build integrations between Amazon Connect and:
• CRM systems
• Core banking systems
• Payment gateways
• Customer databases
• External REST/SOA APIs
• Implement:
• Customer authentication services
• Real-time account lookups
• Transaction processing
• Business rules execution
• Optimize Lambda performance, error handling, logging, and monitoring.
• Manage IAM roles and permissions required for Lambda integrations.

Amazon Connect Contact Lens Configuration

• Configure and administer Amazon Connect Contact Lens.
• Implement:
• Conversation analytics
• Sentiment analysis
• Compliance monitoring
• Agent performance monitoring
• Customer experience insights
• Configure:
• Call recording
• Transcription services
• Evaluation forms
• Automated quality management workflows
• Analyze interaction data and generate actionable recommendations.
• Work with business teams to define quality and compliance metrics.

Amazon Connect Reporting & Analytics

• Configure Amazon Connect reporting capabilities.
• Develop and maintain:
• Historical reports
• Real-time dashboards
• Queue performance reports
• Agent performance reports
• Contact trace record (CTR) analytics
• Support operational reporting requirements.
• Configure custom reporting using:
• Amazon Connect reporting tools
• Amazon QuickSight
• AWS Glue
• AWS Athena
• Amazon S3
• Build KPI dashboards for:
• Service levels
• Average handling time
• Abandonment rates
• Customer satisfaction
• Agent productivity

Amazon Connect OOTB Reporting

• Configure and manage Out-of-the-Box (OOTB) reports available within Amazon Connect.
• Customize dashboards and report views based on stakeholder requirements.
• Support operational and management reporting.
• Validate reporting accuracy and data consistency.
• Train business users on report consumption and interpretation.

Mandatory Skills

Amazon Connect

• Contact Flow development
• Queue management
• Routing Profiles
• Security Profiles
• Quick Connects
• Contact Lens
• Data Tables
• Customer Profiles
• Contact Trace Records (CTR)
• Agent Workspace
• Real-Time Metrics
• Historical Reporting

AWS Services

• AWS Lambda
• Amazon S3
• AWS IAM
• Amazon CloudWatch
• AWS Secrets Manager
• Amazon SNS
• Amazon SQS
• AWS API Gateway
• Amazon DynamoDB

Programming

• Python
• Node.js
• REST APIs
• JSON
• JavaScript

Reporting & Analytics

• Amazon Connect Reporting
• Contact Lens Analytics
• Amazon QuickSight
• Athena
• CloudWatch Dashboards

Preferred Skills

• Experience with:
• Banking Contact Centers
• Insurance Contact Centers
• Telecom Contact Centers
• Understanding of:
• IVR Design Principles
• Customer Journey Design
• Conversational AI
• Voice Bots
• Chatbots
• Knowledge of:
• Generative AI integrations
• Amazon Lex
• Bedrock
• Contact Center AI solutions
• Experience with CI/CD pipelines and DevOps practices.
• Exposure to Agile/Scrum delivery methodologies.

Certifications (Preferred)

• AWS Certified Cloud Practitioner
• AWS Certified Developer – Associate
• AWS Certified Solutions Architect – Associate