[Remote/WFM] Amazon Connect Developer

Core Information:

• Start Date: Immediate openings available
• Compensation: a competitive salary
• Position: Amazon Connect Developer
• Location: Remote
• Company: Workwarp

 

 

In this role, you will be responsible for the assessment, design, development, and implementation of complex contact center solutions leveraging Amazon Connect platform. You will work closely with cross-functional teams, including product, engineering, and operations to deliver high-quality, innovative, secure and scalable solutions that meet the evolving needs of the business in a hyper-growth environment. Key Responsibilities • Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations. • Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications. • Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction. • Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing. • Stay abreast of the latest advancements in contact center technology and Amazon Connect features. • Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations. Job Qualifications • Amazon Connect Expertise: o Deep understanding of Amazon Connect core features and capabilities including Contact Lens. o Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc. o Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc. o Experience with Amazon Connect's API's and SDK's • AWS Experience: o Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc., o Experience with AWS Security best practices. • CRM Integrations and 3rd Party Integrations o Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,) o Experience with CRM API's and data models o Good to have experience integrating with WFM systems like Verint. • Technical Skills o Strong programming skills using Java, Spring Boot o Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,) o Experience working in Agile environments (Jira) o Strong experience with DevOps practices and CICD (Terraform, Jenkins, Spinnaker, Git etc.,) o Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,) o Good experience and knowledge of networking concepts and protocols especially in telephony environment. • Other Qualifications: o Excellent problem-solving and analytical skills o Strong communication and interpersonal skills o Ability to work independently and as part of a team Required Experience • 5+ Years of experience in Contact Center technologies and Cloud Architecture • 5+ Years of hands-on experience Amazon Connect and AWS • 2+ Years of experience using Terraform was Flexible work from home options available. Apply Job!

 

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