Amazon Connect Specialist

3 weeks ago

Gandhinagar GJ IN Etech Global Services Full time

Remote What We Offer Opportunity to work on cutting-edge AWS technologies Dynamic collaborative work environment Competitive salary and benefits Flexible work arrangements What you will be doing Amazon Connect Configuration Support o Design configure and maintain Amazon Connect instances routing profiles queues contact flows and prompts Implement and manage integrations with AWS Lambda Lex bots Kinesis DynamoDB and S3 for call analytics and automation Set up call recording transcription sentiment analysis and contact trace record CTR exports IVR and Conversational AI Development Build advanced contact flows using Amazon Lex and AWS Lambda to support natural language understanding NLU Implement menu-based and AI-powered IVRs tailored to business workflows Platform Integrations Work closely with CRM WFM ticketing platforms e g Salesforce Zendesk and analytics tools to ensure seamless data flow and agent desktop experience Enable third-party integrations via REST APIs and event-driven architectures Monitoring Troubleshooting and Optimization Use CloudWatch CloudTrail and Amazon Connect metrics to monitor and troubleshoot performance issues Analyze contact center KPIs AHT CSAT FCR containment rate and optimize flows accordingly Security and Compliance o Ensure system security aligns with internal policies and external regulations e g HIPAA PCI Manage IAM roles permissions and encryption policies Stakeholder Engagement Documentation Collaborate with business analysts product managers and CX teams to gather requirements and deliver customer-centric solutions Document architecture flow diagrams and change management processes What we expect to have 3 years of experience working with Amazon Connect Strong hands-on experience with AWS services Lambda Lex CloudWatch IAM S3 DynamoDB Experience designing contact flows IVRs and self-service solutions Proficiency in scripting Node js or Python for Lambda functions Familiarity with contact center operations KPIs and metrics Excellent problem-solving skills and attention to detail o Strong written and verbal communication skills AWS Certified Solutions Architect or AWS Certified Developer Experience with Salesforce Zendesk or ServiceNow integration Familiarity with call recording transcription services Amazon Transcribe Kinesis Experience with Visual IVR SMS integrations or conversational AI Job Title Amazon Connect Specialist Department Customer Experience Location Gandhinagar

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