Amazon Connect

Infosys; Hyderabad, Bengaluru, Mumbai; Hybride; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

Infosys in Hyderabad is seeking an Amazon Connect Developer / Contact Center Engineer with 1–5 years of experience to design, develop, and support cloud-based contact center solutions using Amazon Connect and AWS services.

The role focuses on IVR design, contact flows, routing strategies, integration with Lambda, DynamoDB, S3, Lex, API Gateway, and delivering scalable customer engagement solutions with emphasis on availability, security, and compliance.

Qualifications

• 1–5 years of experience in Contact Center technologies.
• Hands‑on experience with Amazon Connect.
• Strong understanding of IVR development, call routing, queues, and contact flows.
• Knowledge of AWS services: Lambda, S3, DynamoDB, CloudWatch, API Gateway.
• Experience in REST APIs and integration with third‑party systems.
• Understanding of Contact Center operations, customer engagement, and omni‑channel support.
• Familiarity with Contact Lens, Lex Chatbots, and workforce optimization is preferred.
• Good troubleshooting and communication skills.

Responsabilités

• Design, develop, and maintain Amazon Connect contact center solutions.
• Create and optimize IVR call flows, routing profiles, queues, and agent configurations.
• Integrate Amazon Connect with AWS services such as Lambda, DynamoDB, S3, Lex, and API Gateway.
• Develop and troubleshoot contact flows, call routing logic, and customer journeys.
• Configure inbound/outbound calling campaigns and agent workflows.
• Monitor contact center performance and resolve production issues.
• Implement reporting and analytics using Amazon Connect Contact Lens and AWS reporting tools.
• Collaborate with business stakeholders to gather requirements and deliver contact center enhancements.
• Ensure system availability, scalability, security, and compliance standards.

Connaissances

Amazon Connect

IVR development

Contact Center

Cloud integration

REST APIs

Troubleshooting

Communication skills

Formation

Bachelor's degree in Computer Science, IT, or related field

Outils

AWS Lambda

DynamoDB

S3

Lex

API Gateway

CloudWatch

Description du poste

Job Summary

We are seeking a skilled Amazon Connect Developer / Contact Center Engineer with 1–5 years of experience in designing, developing, and supporting cloud-based contact center solutions. The ideal candidate should have hands-on experience with Amazon Connect, IVR design, contact flows, routing strategies, and AWS services integration to build scalable customer engagement solutions.

Key Responsibilities

• Design, develop, and maintain Amazon Connect contact center solutions.


• Create and optimize IVR call flows, routing profiles, queues, and agent configurations.


• Integrate Amazon Connect with AWS services such as Lambda, DynamoDB, S3, Lex, and API Gateway.


• Develop and troubleshoot contact flows, call routing logic, and customer journeys.


• Configure inbound/outbound calling campaigns and agent workflows.


• Monitor contact center performance and resolve production issues.


• Implement reporting and analytics using Amazon Connect Contact Lens and AWS reporting tools.


• Collaborate with business stakeholders to gather requirements and deliver contact center enhancements.


• Ensure system availability, scalability, security, and compliance standards.

Required Skills

• 1–5 years of experience in Contact Center technologies.


• Hands‑on experience with Amazon Connect.


• Strong understanding of IVR development, call routing, queues, and contact flows.


• Knowledge of AWS services: Lambda, S3, DynamoDB, CloudWatch, API Gateway.


• Experience in REST APIs and integration with third‑party systems.


• Understanding of Contact Center operations, customer engagement, and omni‑channel support.


• Familiarity with Contact Lens, Lex Chatbots, and workforce optimization is preferred.


• Good troubleshooting and communication skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, or related field.


• AWS Cloud Practitioner or AWS Associate certification is a plus.


• Experience with CRM integrations such as Salesforce, ServiceNow, or Zendesk is advantageous.