Company Description
Job Description
Job Summary
We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS Expert to join a dynamic team and assist with migration from legacy contact center system to Amazon Connect. In this role, you will be responsible for the assessment, design, development, and implementation of complex contact center solutions leveraging Amazon Connect platform. You will work closely with cross-functional teams, including product, engineering, and operations to deliver high-quality, innovative, secure and scalable solutions that meet the evolving needs of the business in a hyper-growth environment.
Key Responsibilities
- Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
- Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications.
- Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
- Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
- Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
- Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.
Job Qualifications
• Amazon Connect Expertise:
- Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
- Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.
- Strong understanding of Amazon Connects integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
- Experience with Amazon Connects API's and SDK's
• AWS Experience:
- Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,
- Experience with AWS Security best practices.
• CRM Integrations and 3rd Party Integrations
- Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
- Experience with CRM API's and data models
- Good to have experience integrating with WFM systems like Verint.
• Technical Skills
- Strong programming skills using Java, Spring Boot
- Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
- Experience working in Agile environments (Jira)
- Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
- Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
- Good experience and knowledge of networking concepts and protocols especially in telephony environment.
• Other Qualifications:
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
Required Experience
- 5+ Years of experience in Contact Center technologies and Cloud Architecture
- 5+ Years of hands-on experience Amazon Connect and AWS
- 2+ Years of experience using Terraform
Nice to have
- Experience with Genesys On-Premises contact center system
- Experience with contact center migrations
- Experience with cloud migrations
- Experience with AI/ML technologies especially AWS Transcribe, Bedrock, Comprehend, Sagemaker etc.
- Related AWS Certifications
Additional Information
All your information will be kept confidential according to EEO guidelines.
Top Skills
What We Do
ajna infotech specialize in providing Customers with services in the areas of IT Project Assessments, Implementations & Upgrades, Supplemental Resources, Remote Support, and System Integration & Performance Tuning in all the areas. ajna infotech offers comprehensive IT consulting services and proven project management expertise that helps our clients transform the way they interact with their customers, suppliers and employees. From project start-up to ongoing post-production support.
We provide consulting and IT services to clients in North America, Europe and Asia Pacific with a focus on high quality and cost effective solutions that enhances better decision making. We partner with our clients from concept to implementation enabling their transition to a process and technology driven enterprise. Our work is based around a combination of IT best practice and our own set of Industry methodologies that we have used successfully for years – fine-tuning them as we work. You will not get a one-size fits all landscape or advice on things that we do not understand. You will get dedicated and exceptional consultants who immediately fit in and become part of your team. Can you imagine working with a team that feels as if they are part of your own work force? Most customers resign themselves to something less – ajna infotech , total integration is the standard.
