Amazon Connect

Net2Source LLP; Chennai District, Bengaluru, Mumbai; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Net2Source LLP is seeking an experienced AWS Connect/AI Engineer to design and implement enterprise contact-centre solutions using Amazon Connect, Bedrock, and AI agents. You will build compliant, scalable flows, queues, and security profiles, and extend agents with contextual knowledge and automated guidance.

You will design outbound campaigns, leverage Contact Lens analytics, and create data pipelines with Lambda, DynamoDB, and AWS analytics tools.

Qualifications

• Proficiency in Amazon Connect and Bedrock.
• Hands-on experience with contact flows, queues, routing, agent workspace, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
• Generative AI: experience with Bedrock prompts, grounding/RAG, guardrails, evaluation, observability, security, privacy, and cost optimization.
• AI Agent Assistance: implementing Amazon Q in Connect or Connect AI agent capabilities, including knowledge integration and recommendations.
• Contact Lens: transcription, analytics, sentiment, quality management, redaction, and post-contact summaries.
• Knowledge management: ingest, index, govern, refresh knowledge for AI responses.
• Outbound campaigns: configure voice/digital campaigns, queues/flows, dialer behavior, compliance, monitoring.
• Serverless development: Lambda in Python/Node.js/Java with API integration, IAM, Secrets Manager, KMS, logging, testing, CI/CD.
• Data and events: DynamoDB design, EventBridge rules, retries, dead-letter handling.
• Reporting: customize reporting using Connect metrics and AWS analytics services.

Responsibilities

• Design and implement Amazon Connect contact-center solutions with flows, queues, routing and security profiles.
• Build generative AI use cases using Amazon Bedrock, including prompt design, model integration, grounding, guardrails, evaluation, and monitoring.
• Configure and extend Amazon Connect AI agents to provide contextual knowledge, recommended responses, and automated assistance.
• Implement Amazon Connect Contact Lens capabilities: transcription, sentiment, analytics, and post-contact summaries.
• Create and maintain knowledge bases and content-ingestion pipelines for accurate AI responses.
• Develop step-by-step guides and agent workflows for business processes and customer-service actions.
• Design outbound campaigns including campaign flows, quotas, scheduling, monitoring, and regulatory controls.
• Develop reports, dashboards, and data pipelines using Connect metrics and AWS analytics services.

Skills

Amazon Connect

Amazon Bedrock

Contact flows

Queues & routing

Agent workspace

Security profiles

APIs

CloudWatch logging

Lambda (Python/Node.js/Java)

DynamoDB

EventBridge

Daemons/CI-CD

Reporting & analytics

Automation & orchestration

Git & IaC (CloudFormation/CDK/TF)

Job description

Role & responsibilities

• Design and implement Amazon Connect contact-center solutions, including contact flows, queues, routing profiles, security profiles, agent workspace integrations, and telephony configurations.
• Build generative AI use cases using Amazon Bedrock, including prompt design, foundation-model integration, guardrails, grounding, evaluation, monitoring, and responsible-AI controls.
• Configure and extend Amazon Q in Connect / Amazon Connect AI agents to provide contextual knowledge, recommended responses, next-best actions, and automated assistance during and after customer interactions.
• Implement Amazon Connect Contact Lens capabilities, including transcription, sentiment and conversational analytics, quality insights, and post-contact call summarization.
• Create and maintain knowledge bases and content-ingestion pipelines so AI assistants and agents return accurate, traceable, and current answers.
• Develop step-by-step guides and agent workflows that guide users through business processes, troubleshooting, compliance steps, and customer-service actions.
• Design and implement Amazon Connect outbound campaigns, including campaign flows, customer lists, retry logic, answering-machine detection, quotas, scheduling, monitoring, and regulatory controls.
• Outbound campaigns campaign setup, dialing modes, campaign management, segmentation
• Amazon Connect outbound campaign flows designing and implementing customer journeys for outbound calls.
• Develop custom reports, dashboards, and data pipelines using Amazon Connect metrics, Contact Trace Records, Contact Lens data, Amazon S3, Amazon Athena, Amazon QuickSight, or approved enterprise reporting platforms.
• Build production-grade AWS Lambda functions and APIs for integrations, orchestration, validation, event processing, error handling, logging, and retry mechanisms.
• Design DynamoDB data models and event-driven workflows using Amazon EventBridge, including schedules, rules, event routing, idempotency, and failure recovery.
• Integrate Amazon Connect with CRM, case-management, identity, knowledge, reporting, and line-of-business systems using secure APIs and AWS services.
• Create technical designs, implementation guides, test evidence, runbooks, deployment plans, and knowledge-transfer materials participate in code reviews and production support.

Preferred candidate profile

• Must Have Skills: Proficiency in Amazon Connect and Bedrock. Strong hands-on experience with contact flows, queues, routing, agent workspace, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
• Generative AI: Practical experience with Amazon Bedrock, prompt engineering, model selection, grounding/RAG, guardrails, evaluation, observability, security, privacy, and cost optimization.
• AI Agent Assistance: Experience implementing Amazon Q in Connect or current Amazon Connect AI agent capabilities, including assistant configuration, knowledge integration, recommendations, actions, and agent-workspace adoption.
• Contact Lens: Experience with transcription, conversational analytics, sentiment, quality management, redaction, and AI-generated post-contact summaries.
• Knowledge Management: Ability to organize, ingest, index, govern, and refresh enterprise knowledge for accurate AI-assisted responses.
• Outbound Campaigns: Experience configuring voice or digital campaigns, dedicated queues and flows, dialer behavior, answering-machine detection, quotas, retries, caller identity, compliance, and performance monitoring.
• Serverless Development: Strong Lambda development skills in Python, Node.js, or Java, with API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and CI/CD practices.
• Data and Events: Hands-on knowledge of DynamoDB partition-key design, indexes, streams, transactions, TTL, and EventBridge event buses, rules, schedules, retries, and dead-letter handling.
• Reporting: Ability to customize operational and business reporting using Connect metrics and AWS analytics services strong understanding of contact-center KPIs and data quality.
• Engineering Practices: Proficiency with Git, infrastructure as code such as AWS CloudFormation, CDK, or Terraform, automated deployment, unit/integration testing, troubleshooting, and Agile delivery.