Develop and configure Amazon Connect Contact Flows based on business and technical requirements.
Implement inbound, outbound, IVR, queue, transfer, callback, routing, and other contact center scenarios.
Develop AWS Lambda functions to implement custom business logic and integrate Amazon Connect with backend systems.
Build integrations between Amazon Connect and external applications, CRM systems, APIs, and enterprise systems.
Work with Amazon Connect APIs and AWS SDKs for custom contact center functionality.
Implement and maintain integrations using services such as API Gateway, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SQS/SNS, and other AWS services as required.
Develop custom queue and routing solutions based on business requirements.
Implement call context and customer information integrations across contact center components.
Work on Amazon Connect agent experience and custom CTI integrations where required.
Troubleshoot issues related to Contact Flows, Lambda functions, APIs, routing, queues, integrations, and AWS services.
Analyze CloudWatch logs and application logs to identify root causes and resolve technical issues.
Perform unit testing, integration testing, debugging, and defect resolution.
Participate in code reviews and follow established development standards and best practices.
Collaborate with technical leads, architects, QA engineers, and project managers to deliver project requirements.
Support deployments across development, QA, UAT, and production environments.
Prepare technical documentation for implemented solutions and integrations.
Participate in technical discussions and provide implementation estimates when required.
Support production issues and participate in root-cause analysis and resolution.
Continuously evaluate Amazon Connect and AWS features that can improve the solution.
