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 ASR/NLU IVR to Amazon Lex. 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.
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.
- Design, develop and implement ASR/NLU voice bots via Amazon Lex.
- 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 Lex features, including voice and chat capabilities, speech recognition, and text-to-speech.
- Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.
Job Qualifications
AWS Connect Experience
- Deep understanding of Amazon Connect core features and capabilities including Amazon Lex.
- 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 Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
- Experience with Amazon Connect's API's and SDK's
AWS Experience
- Solid experience with AWS infrastructure and services, including ECS, S3, Lambda,Dynamo DB etc.,
- Experience with AWS Security best practices.
- CRM Integrations and 3rd Party Integrations
- Experience with CRM API's and data models
Technical Skills
- Strong programming skills using Java, Spring Boot
- Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, etc.,)
- Experience working in Agile environments (Jira)
- Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
- Experience and understanding of 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
- Experience with AI/ML technologies
Nice to have
- Experience with contact center migrations
- Related AWS Certifications
- Experience with cloud migrations
Required Education
Bachelor’s degree in computer science, Information Systems, or equivalent education or work experience
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Top Skills
What We Do
DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We are DXC.
