Amazon Connect and AWS Cloud Developer

Infosys; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Infosys seeks an experienced Amazon Connect engineer with 9-15 years of experience in Amazon Connect development and the AWS ecosystem. The role focuses on building contact flows, IVR, Lex bots, and serverless integrations.

You will design and optimize queues, routing, and call flows, while integrating with CRMs via REST APIs and CTI, using Lambda, DynamoDB, S3, and API Gateway. Strong scripting in Python is preferred.

Qualifications

• 9–15 years of experience in Amazon Connect development and AWS ecosystem
• Hands-on experience with Amazon Connect and IVR design
• Experience with queue and routing configuration
• Experience with REST API integrations and CTI integrations with CRM tools
• Basic Python scripting

Responsibilities

• Design and implement IVR and chat contact flows using Amazon Connect
• Configure and manage queues, routing profiles, hours of operation, and security profiles
• Develop and optimize call flow logic to reduce handling time
• Implement features like callbacks, dynamic routing, and escalation paths
• Design Lex Bots and integrate with Connect for self-service
• Develop serverless backends using Lambda, DynamoDB, S3
• Expose API-based integrations using API Gateway

Skills

Amazon Connect

IVR design

Contact flow design

REST APIs integration

CTI integrations

Python

Tools

AWS Lambda

DynamoDB

S3

API Gateway

IAM

CloudFormation

Terraform

Amazon Lex

Job description

Amazon Connect Core Experience 9-15 years of experience in Amazon Connect development and AWS ecosystem

Strong hands-on experience in:

• Amazon Connect (mandatory)
• Contact flow and IVR design
• Queue and routing configuration

Technical Skills

AWS Services:

• Amazon Connect
• AWS Lambda
• DynamoDB
• S3
• API Gateway
• IAM

Conversational AI: Amazon Lex

Integration: REST APIs, CTI integrations with CRM tools

Scripting/Programming: Basic knowledge of Python (preferred)

Nice-to-Have Skills

• Experience with CloudFormation or Terraform
• Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements
• Exposure to CloudFront, Cognito is an added advantage

Key Responsibilities

Amazon Connect & IVR Development

• Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect
• Configure and manage queues, routing profiles, hours of operation, and security profiles
• Develop and optimize call flow logic to enhance customer experience and reduce call handling time
• Implement advanced features such as callback functionality, dynamic routing, and escalation paths

Amazon Lex & Conversational AI

• Design and configure Amazon Lex Bots for voice and chatbot interactions
• Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases

AWS Integration & Backend Development

• Develop serverless integrations using: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval)
• Implement API-based integrations using API Gateway for external system connectivity
• Enable dynamic routing and personalization using customer data and backend systems