About the role
Desired Competencies (Technical/Behavioral Competency)
- Strong hands-on experience designing & developing Amazon Connect contact flows & routing profiles.
- Expertise with AWS Lambda, DynamoDB, S3, CloudWatch Logs, and API Gateway.
- Sound understanding of IVR/IVA flows, Conversational Design, and Lex Bot integrations.
- Experience integrating Connect with CRMs
- Strong telephony knowledge: PSTN, SIP, DIDs, call routing, and call quality troubleshooting.
- Experience with Kinesis streaming, call event logs, and analytics pipelines.
- Good knowledge of AWS security (IAM, roles, policies, encryption).
- Deployment experience using Terraform/CloudFormation and DevOps pipelines.
- Strong documentation, communication, and solution-design skills.
- AWS Certifications: Solutions Architect Associate/Professional, Developer Associate.
- Experience with AI/ML, Contact Lens, sentiment analysis, and analytics.
- Knowledge of WFM/WFO tools (e.g., Verint, NICE).
- Experience with monitoring and debugging using CloudWatch Insights and X-Ray.
- Familiarity with Kinesis, Redshift, Athena, QuickSight for reporting.