Amazon Connect

1 day ago

Pune, India HCLTech Full time

Network Voice - Amazon ConnectPrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsRequirement Details:Position Overview (Job Summary):The Amazon Connect Architect is responsible for designing and implementing scalable, secure, and integrated cloud contact center solutions using Amazon Connect and the AWS ecosystem. The role involves leading technical teams, ensuring compliance, and delivering omnichannel customer experiences through automation and intelligent workflows.Primary Skills:Amazon Connect architecture and implementationAWS services: Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, API GatewayContact Flow design and IVR scriptingIntegration with CRM, ticketing, and WFM systemsPython and Lambda developmentREST API and web service integrationSecurity and compliance (PCI, HIPAA, GDPR)AWS Well-Architected FrameworkSecondary Skills:Machine learning, NLP, and speech analytics (e.g., Contact Lens, Amazon Q in Connect)Agile/Scrum methodologies and JIRAInfrastructure-as-Code (CloudFormation, Terraform)DevOps and CI/CD practicesTelephony protocols (SIP, VoIP)AWS CXE tools: Pinpoint, SES, Bedrock, Segment AI, CampaignsQuickSight (reporting and dashboards)VPC and CIDR configurationExperience:4–5+ years of hands-on experience with Amazon Connect and AWS CXE toolsExperience leading scrum teams and delivering AWS-based contact center solutionsProven track record in large-scale system integration and cloud migrationsRole and Responsibilities:A. Key ResponsibilitiesDesign end-to-end cloud contact center solutions using Amazon Connect and AWS servicesGather requirements and define user journeys and workflowsLead technical teams and provide architectural guidanceIntegrate Amazon Connect with third-party systems (CRM, WFM, analytics, telephony)Plan and execute migrations from legacy systemsEnsure security, compliance, and adherence to AWS best practicesAutomate workflows using Lambda, Lex, and other AWS toolsEnable omnichannel capabilities (voice, chat, email, SMS)Monitor performance using CloudWatch, Contact Lens, and dashboardsMaintain architecture documentation and implementation guidesB. Additional ResponsibilitiesLead scrum teams and convert user stories into technical designsDeliver solutions aligned with AWS Well-Architected FrameworkDocument call flows and technical specificationsSupport complex implementations (e.g., Contact Lens dashboards, Amazon Q, Segment AI)Collaborate with cross-functional teams in Agile environmentsEducational Qualification:Bachelor’s degree in Computer Science, Engineering, or related field (preferred)Certifications:Highly Desirable: AWS Certified Solutions Architect – Associate or ProfessionalNice to Have: Certifications in DevOps, security, or contact center platforms

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