Contact Center Solution Specialist

2 days ago

Erode, Tamil Nadu, India beBeeArchitect Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

Key Responsibilities:

  • Solution Architecture & Design
  • Design and implement scalable contact center solutions using Amazon Connect.
  • Integrate Amazon Connect with AWS services (Lambda, Lex, S3, DynamoDB, Kinesis) and external systems.
  • Provide best practices for architecture, security, and cost optimization.
  • Development & Customization
  • Build and enhance call flows, IVR, and omnichannel solutions.
  • Develop AWS Lambda functions, APIs, and automation scripts to support integrations.
  • Customize dashboards and reporting for actionable customer insights.
  • Implementation & Client Engagement
  • Lead delivery of Amazon Connect implementations ensuring alignment with business needs.
  • Collaborate with client stakeholders to gather requirements and propose solutions.
  • Support legacy contact center migration to Amazon Connect.
  • Optimization & Support
  • Monitor and optimize system performance and call flows for improved customer experience.
  • Provide Level 3 support and handle complex troubleshooting.
  • Ensure compliance, governance, and security standards are met.

Required Skills & Experience:

  • 8+ years of IT experience, with 4+ years in contact center technologies.
  • 3+ years of hands-on experience with Amazon Connect (architecture, deployment, integrations).
  • Strong development skills in Python, Node.js, or JavaScript for AWS Lambda and APIs.
  • Expertise in AWS services: Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation.
  • Familiarity with telephony protocols.
  • Strong client-facing communication and requirement-gathering skills.

Preferred Qualifications:

  • AWS Certified Solutions Architect / Developer or Amazon Connect certification.
  • Experience with AI/ML enhancements.
  • CRM integration experience.
  • Prior consulting or client-facing offshore delivery experience.

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