Security

3 days ago


Karnataka, India Zensar Technologies Full time

**Key Responsibilities**:

- Design, develop, and deploy **AWS Connect**solutions for **CIVR (Interactive Voice Response), Chatbots (Lex), omnichannel routing, and reporting**.
- Architect scalable **contact center solutions**leveraging **AWS Connect, Lambda, DynamoDB, S3, Kinesis, and CloudWatch**.
- Implement **AI/ML-driven chatbots**using **Amazon Lex**with seamless integration into Connect flows.
- Develop **real-time and historical reporting**using **Amazon Connect Analytics, QuickSight, or third-party tools**.
- Optimize **CCP (Contact Control Panel)**, CRM integrations (Salesforce, Zendesk), and **agent productivity tools**.
- Ensure **high availability, security, and compliance**(HIPAA, GDPR, PCI) for AWS Connect deployments.
- Automate processes using **AWS Step Functions, EventBridge, and SNS/SQS**.

**Required Skills**:
✔ **AWS Connect**(Call flows, Queues, Routing Profiles, Security Profiles)
✔ **Amazon Lex**(Chatbot design, NLP, Lambda integration)
✔ **AWS Lambda**(Python/Node.js) for IVR logic & backend integrations
✔ **Contact Center Reporting**(Connect Metrics, QuickSight, BI tools)
✔ **APIs & Integrations**(REST, Webhooks, Salesforce, ServiceNow)
✔ **Infrastructure as Code**(Terraform, CloudFormation)

**Nice to Have**:

- AWS Certification ( **Solutions Architect, Developer, or Connect Specialty**)
- Experience with **GenAI for contact centers**(Amazon Q, Bedrock)

Knowledge of **WFO tools**(WFM, Recording, Quality Management)


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