Amazon Connect Contact Center

Overview

On Site
$100,000+
Full Time

Skills

aws
amazon connect
contact center
lambda

Job Details

Job Title: Amazon Connect Contact Center

Duration: Full Time Role

Location - Anywhere in the US and/or Remote

What Client is looking for?

Required Qualifications:
4+ years of experience with AWS services, including Amazon Connect/Amazon Lex.
Design and deploy Amazon Connect contact center solutions.
Integrate AWS Connect with other AWS services (Lambda, Lex, S3, DynamoDB, etc.).
Customize call flows, IVRs, and routing logic using Contact Flows and AWS Lambda.
Implement real-time and historical reporting dashboards.
Ensure security, scalability, and compliance of contact center solutions.
Collaborate with cross-functional teams including DevOps, QA, and customer support.
Troubleshoot and optimize existing AWS Connect implementations.
Strong understanding of contact center operations, Conversation design and technologies.
Strong understanding of IVR design principles, call routing logic, and contact center operations.
Experience with contact center reporting, analytics, and dashboards.
Proficiency in scripting (Python, Node.js, react.js) and AWS Lambda.
Experience with AWS IAM, CloudWatch, and API Gateway.
Familiarity with CI/CD pipelines and Infrastructure as Code (IaC) tools like CloudFormation or Terraform.
Excellent problem-solving and communication skills

Preferred Qualifications:
AWS Certified Solutions Architect or AWS Certified Developer.
Design and Develop Chatbots using Amazon Lex, including intents, slots, and conversation flows.
Knowledge of CRM integrations (Salesforce, Zendesk, Service Now etc.).
Experience with API integrations and connecting AWS Connect to external systems such as CRMs or databases.
Experience working in agile development environments.
Experience with omnichannel communication strategies.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.