AWS Connect Lex Consultant

Build and optimize complex contact flows using Amazon Connect s drag-and- drop interface.
Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
Configure whisper prompts, queue hold messages, and error handling flows.
Define agent hierarchies, routing profiles, and user permissions.
Set up queues, hours of operation, and escalation paths.
Monitor agent performance and optimize staffing using historical and real-time metrics.
Connect Amazon Connect with AWS Lambda for serverless backend logic.
Use Amazon Lex for conversational IVR and chatbot capabilities.
Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
Customize and extend reporting using Amazon Connect s Contact Trace Records (CTR).
Use CloudWatch for monitoring, alerting, and logging of contact center metrics.
Implement role-based access control using AWS IAM.
Ensure encryption of data in transit and at rest.
Maintain compliance with industry standards (e.g., HIPAA, PCI-DSS) where applicable.
Integrate with CRMs like ServiceNow.
Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
Diagnose call quality issues, latency, and flow errors.