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Lex IVR Consultant @ SAN JOSE CA _ Onsite - Full Time

San Jose, CA, US • Posted 8 hours ago • Updated 8 hours ago

Full Time

On-site

$120,000 - $140,000/yr

Fitment

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Job Details

Skills

IVR
Conversational AI
Amazon Lex
Amazon Connect
DTMF
Conversational Testing
Acceptance Testing
Amazon Web Services
Artificial Intelligence
Authentication
Interactive Voice Response
Management
Migration
Modeling
Quality Assurance
Routing
Testing
WebEx

Summary

Role: Amazon Connect Conversational Designer / Lex IVR Consultant

Location : SAN JOSE CA _ Onsite

Experience: 7-20yrs

Project Scope: Migration of Crew Operations Contact Center (9 LOBs, ~500 agents, ~2,000 calls/day) from Cisco Webex/Nuance IVR to Amazon Connect with Amazon Lex, Voice & Web Chat, and ACGR.

Key Responsibilities

Design and develop self-service IVR experiences using Amazon Connect and Amazon Lex.
Build conversational flows for 9 business units supporting multiple caller journeys.
Implement caller authentication using Employee ID and PIN validation.
Design caller-type routing logic for Pilots, Flight Attendants, and working status scenarios.
Develop, train, and optimize Lex intents, utterances, and slot management.
Implement DTMF fallback mechanisms for noisy airport and operational environments.
Conduct conversational testing, QA, and intent tuning to improve recognition accuracy.
Partner with business and technical teams throughout migration, UAT, and production deployment.

Must-Have Skills

Amazon Connect
Amazon Lex V2
Conversational AI / IVR Design
Contact Flow Development
Intent Modeling & Utterance Training
DTMF & Voice Bot Design
Caller Authentication & Routing Strategies
Conversational Testing & QA

Experience: 7+ years in IVR/Conversational AI solutions with 3+ years of hands-on Amazon Connect and Amazon Lex implementation experience.

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.

Dice Id: 10500016
Position Id: 9103497
Posted 8 hours ago

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Role: Amazon Connect Conversational Designer / Lex IVR Consultant Location : SAN JOSE CA _ Onsite Experience: 7-20yrs Project Scope: Migration of Crew Operations Contact Center (9 LOBs, ~500 agents, ~2,000 calls/day) from Cisco Webex/Nuance IVR to Amazon Connect with Amazon Lex, Voice & Web Chat, and ACGR. Key Responsibilities Design and develop self-service IVR experiences using Amazon Connect and Amazon Lex.Build conversational flows for 9 business units supporting multiple caller journeys.I

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