Amazon Connect | 4 YoE | Noida Location

UST; Dadri; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

UST is hiring for a cloud contact center engineer to design, develop, and maintain solutions on AWS and CaaS platforms. You will build and optimize Amazon Connect flows, Lex chatbots, and multi-channel routing with reporting capabilities.

With 4-5 years of AWS/CaaS experience, you will implement CI/CD pipelines, monitor health, and drive automation while supporting Voice, IVR, Chat, SMS, and WhatsApp channels. Collaboration with cross-functional teams is essential.

Qualifications

• 4-5 years hands-on experience with AWS and CaaS platforms (Amazon Connect, Genesys, RingCentral).
• 2+ years of contact flow development, Amazon Lex, chatbots, voice bots, routing, and reporting.
• Experience with CI/CD pipelines, deployment automation, and monitoring tools on AWS or Azure.
• Strong understanding of Voice, IVR, Chat, SMS/WhatsApp, conversational AI, and sentiment analysis.
• Experience in L3 production support, incident management, and troubleshooting.
• Excellent analytical, communication, and problem-solving skills.

Responsibilities

• Design, develop, and maintain cloud contact center solutions using AWS and CaaS platforms.
• Develop and enhance Amazon Connect contact flows, Lex chatbots/voice bots, routing strategies, and reporting solutions.
• Build and maintain CI/CD pipelines on AWS or Azure for automated deployments.
• Monitor application health, automate deployments, and optimize system performance.
• Configure and support communication channels including Voice, IVR, Chat, SMS, and WhatsApp.
• Integrate and support Conversational AI, sentiment analysis, and bot solutions.
• Provide L3 application support, troubleshoot production issues, perform root cause analysis, and implement preventive measures.
• Collaborate with cross-functional teams including business stakeholders, developers, QA, and operations to deliver scalable solutions.
• Stay updated with emerging cloud technologies and continuously improve existing platforms.

Skills

AWS

CaaS platforms

Contact flow development

Amazon Lex

Chatbots

Voice bots

CI/CD pipelines

Monitoring

IVR

SMS/WhatsApp

Sentiment analysis

L3 production support

Job description

• Design, develop, and maintain cloud contact center solutions using AWS and CaaS platforms.
• Develop and enhance Amazon Connect contact flows, Amazon Lex chatbots/voice bots, routing strategies, and reporting solutions.
• Build and maintain CI/CD pipelines on AWS or Azure for automated deployments.
• Monitor application health, automate deployments, and optimize system performance.
• Configure and support communication channels including Voice, IVR, Chat, SMS, and WhatsApp.
• Integrate and support Conversational AI, sentiment analysis, and bot solutions.
• Provide L3 application support, troubleshoot production issues, perform root cause analysis, and implement preventive measures.
• Collaborate with cross-functional teams including business stakeholders, developers, QA, and operations to deliver scalable solutions.
• Stay updated with emerging cloud technologies and continuously improve existing platforms.

Required Skills & Experience

• 4-5 years of hands-on experience with AWS and CaaS platforms (Amazon Connect, Genesys, RingCentral).
• 2+ years of experience in contact flow development, Amazon Lex, chatbots, voice bots, routing, and reporting.
• Experience with CI/CD pipelines, deployment automation, and monitoring tools on AWS or Azure.
• Strong understanding of Voice, IVR, Chat, SMS/WhatsApp, conversational AI, and sentiment analysis.
• Experience in L3 production support, incident management, and troubleshooting.
• Excellent analytical, communication, and problem-solving skills.
• Ability to learn new technologies and work effectively in a collaborative, fast-paced environment.