Amazon Connect Developer

1 week ago

India People Prime Worldwide Full time

Job Description – Amazon Connect DeveloperRole Title: Amazon Connect DeveloperExperience: 4–8 yearsRole OverviewWe are seeking an experienced Amazon Connect Developer to design, configure, and enhance cloud-based contact center solutions leveraging Amazon Connect, AWS Services, and Salesforce (Service Cloud / Salesforce Voice).The ideal candidate will have hands-on expertise in building Contact Flows, Lambda integrations, telephony routing, call recording workflows, and two-way communication features with CRM systems.This role will support initiatives such as inbound call flows, outbound dialing, screen pops, call dispositioning, recording storage, and SMS/e-mail automation integration.Key ResponsibilitiesAmazon Connect DevelopmentDesign, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues.Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics.Implement call recordings, S3 storage, encryption policies, and retention settings.Develop Lambda functions for API-based integrations and dynamic routing logic.Configure Call Disposition / Wrap-Up codes and return values to external systems.Integration (Core Requirement)Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud).Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls.Develop bidirectional data flows using:AWS LambdaAmazon Connect Streams APIAmazon EventBridgeAmazon SQS / SNSWork closely with CRM teams to ensure consistent logging of call activities and outcomes.Contact Center FeaturesBuild solutions for:Outbound click-to-callLast-agent routingSkill-based routingAutomated messaging on call outcomeVoicemail routingQueue-based dashboardsImplement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight.Security & ComplianceApply IAM best practices (least privilege access).Secure S3 buckets, encryption, retention policies.Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).Testing & DeploymentConduct functional and UAT testing.Implement CI/CD best practices using CloudFormation or IaC tools.Monitor deployments across multiple environments.Required Skills & ExperienceTechnical SkillsStrong hands-on experience in Amazon Connect (REQUIRED).Proficiency in AWS services:AWS LambdaAmazon S3Amazon DynamoDBAmazon CloudWatchIAMSNS / SQSAPI GatewayExperience integrating with Salesforce Voice, Service Cloud, or other CRMs.Strong JavaScript or Python development skillset (for Lambda).Familiarity with JSON, REST APIs, and secure integrations.Experience in telephony concepts:SIPCall flowsANI, DNISShort-code / long-code routingRecording retentionSoft SkillsStrong communication and documentation skills.Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking).Analytical problem-solving skills with attention to detail.Ability to manage priorities in a fast-paced environment.Preferred / Good-to-HaveExperience with Salesforce Voice or Amazon Connect CTI Adapter.Knowledge of Amazon Lex, Polly, Kinesis, or QuickSight.Experience in Education sector or CRM-driven contact center solutions.Salesforce Admin or AWS Associate certification (nice to have).

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