AWS Amazon Connect Engineer

Job Title: Amazon Connect IVR Engineer / Architect

Location: Hyderabad

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:

• 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

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

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

Call Routing & Workforce Optimization:

• Configure intelligent routing strategies
• Implement skills-based routing
• Enable queue prioritization
• Optimize AHT and FCR metrics

Monitoring, Logging & Compliance:

• Configure CloudWatch logging
• Implement call recording policies
• Ensure compliance (PCI, HIPAA if applicable)
• Monitor call quality and IVR performance

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:

• 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