Amazon Connect Developer

Job Description

We are seeking a highly skilled Amazon Connect & Conversational AI Developer to architect, build, and deploy next-generation intelligent contact center solutions. In this role, you will be responsible for transforming customer experience by leveraging the full AWS ecosystemspecifically focusing on AI-driven self-service and real-time agent assistance solutions. This role focuses on developing scalable IVR systems, integrating backend services, and delivering AI-powered customer experiences, including automation and secure authentication capabilities.

Key Job Responsibilities

• Design and develop IVR and contact flows using Amazon Connect

• Configure routing strategies, queues, routing profiles, and contact flow logic

• Implement call recording, logging, and monitoring using AWS services Conversational AI Implementation

• Develop and manage chatbots and voice bots using Amazon Lex

• Design intuitive and natural conversational flows for customer self-service

• Integrate self-service capabilities using knowledge bases Amazon Q (Self-Service & Agent Assist)

• Implement Amazon Q for: o Automated self-service (handling customer queries without agent involvement) o Real-time agent assistance (providing suggestions during live interactions)

• Optimize prompts, responses, and knowledge integrations to improve accuracy and efficiency

• Implement secure and scalable customer authentication mechanisms

• Develop backend integrations using: o AWS Lambda o REST/SOAP APIs

• Manage session handling, validation, and stateful interactions AI Features & Enhancements

• Enable AI-driven capabilities within Amazon Connect, including: o Voice analytics o AI-powered enhancements and automation

• Design and configure AI agents and prompts within Amazon Connect AWS Bedrock & Generative AI Implementation

• Design and implement knowledge-driven AI solutions using Amazon Bedrock

• Create and maintain Knowledge Bases for self-service scenarios (FAQs, support content, policy retrieval, etc.)

• Build and configure Bedrock Agents to orchestrate complex workflows and Develop Action Groups (tools) by integrating AWS Lambda for backend operations. User Setup, Support & Training

• Provision access and provide technical support for agents, supervisors, and administrators across Amazon Connect and Salesforce

• Develop training materials and conduct onboarding/training sessions to improve user adoption

• Troubleshoot and resolve integration issues, performance bottlenecks, and system errors

• Monitor system performance using AWS monitoring tools (e.g., CloudWatch)

• Troubleshoot issues across contact flows, bots, and integrations

• Continuously optimize customer journeys to improve self-service rates and reduce agent dependency

Requirements

• Bachelor’s degree in computer science, Information Systems, or a related field

• Minimum 4+ years of hands-on experience with Amazon Connect and Salesforce Service Cloud

• Strong hands-on expertise in: o Amazon Connect o Amazon Lex o AWS Lambda

• Proven experience in working with AI Agent Designer and conversational AI solutions

• Hands-on experience with AWS services such as Bedrock, S3, CloudWatch, Pinpoint, and DynamoDB

• Strong proficiency in Amazon Connect configuration, IVR development, and contact flow design

• Solid understanding of Salesforce Service Cloud, Omni-Channel, and Case Management

• Hands-on experience developing code using JavaScript, Python, or equivalent languages

• Knowledge of API integrations, REST/SOAP web services, and data migration tools

• AWS certifications such as AWS Certified Cloud Practitioner or AWS Certified Solutions Architect are preferred