Job Description
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