Amazon connect Engineer

Infosys; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Infosys in Bengaluru is seeking an experienced Amazon Connect developer to design IVR and contact flows, configure queues, and optimize routing with AWS services. You will implement Lex bots for conversational AI and integrate with REST APIs/CTI CRM systems.

The role emphasizes serverless AWS work, Lambda functions, and data persistence via DynamoDB and S3, with API Gateway for external system connectivity.

Qualifications

• 2–5 years of experience in Amazon Connect development and AWS ecosystem.
• Strong hands-on experience in: Amazon Connect, contact flow and IVR design, queue and routing configuration.
• Conversational AI: Amazon Lex.
• Integration: REST APIs, CTI integrations with CRM tools.
• Scripting/Programming: Basic knowledge of Python preferred.

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 enhance customer experience and reduce call handling time.
• Implement callback, dynamic routing, and escalation paths.

Skills

Amazon Connect

IVR design

Contact flows

Queue & routing

Python

Amazon Lex

REST APIs

CTI integrations

Dynamic routing

Escalation handling

Scripting

Agent Workspace

CloudFormation

Terraform

API Gateway

AWS Lambda

DynamoDB

S3

Cognito

CloudFront

Tools

Amazon Connect

Amazon Lex

API Gateway

AWS Lambda

DynamoDB

S3

CloudFront

Cognito

Job description

• 2–5 years of experience in Amazon Connect development and AWS ecosystem
• Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills
• 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