Amazon Connect IVR Engineer / Architect

Role Summary

We are seeking an experienced Amazon Connect IVR Engineer to design, develop, deploy, and optimize cloud-native contact center solutions using Amazon Connect. The candidate will build intelligent IVR workflows, integrate enterprise systems, and enable AI-powered customer experiences using AWS services.

This role requires strong experience in IVR design, AWS architecture, API integrations, and contact center best practices.

Key Responsibilities

1 IVR Design & Development

Design and implement IVR flows using Amazon Connect

Build contact flows, routing profiles, queues, and prompts

Configure inbound/outbound call flows

Implement DTMF and speech-based IVR

Design multi-language IVR solutions

2 AWS Integration & Backend Development

Develop integrations using:

AWS Lambda

API Gateway

DynamoDB

S3

Integrate with CRM systems (Salesforce, ServiceNow, etc.)

Implement secure REST APIs

Enable real-time data fetch for dynamic IVR responses

3 AI & Conversational Capabilities

Integrate IVR with:

Amazon Lex

Bedrock / LLM services (if applicable)

Implement NLP-based intent detection

Enable bot-to-agent handoff logic

Improve containment rates

4 Call Routing & Workforce Optimization

Configure intelligent routing strategies

Implement skills-based routing

Enable queue prioritization

Optimize AHT and FCR metrics

5 Monitoring, Logging & Compliance

Configure CloudWatch logging

Implement call recording policies

Ensure compliance (PCI, HIPAA if applicable)

Monitor call quality and IVR performance

6 DevOps & Infrastructure

Deploy infrastructure using:

CloudFormation / Terraform

Manage multi-environment deployments (Dev/UAT/Prod)

Implement CI/CD pipelines

Handle DR & high availability architecture

Required Skills

Technical Skills

5-8+ years in Contact Center / IVR development

Hands-on experience with Amazon Connect

Strong AWS knowledge (Lambda, API Gateway, IAM, S3, DynamoDB)

REST API integration experience

JavaScript / Python experience (Lambda functions)

Understanding of SIP / telephony basics

Preferred Skills

Experience with:

Contact Lens

Amazon Lex

Bedrock / AI integrations

Experience with Genesys / NICE / Twilio (migration projects)

Knowledge of OAuth / JWT authentication

Experience with contact center analytics