Amazon Contact centre

Capgemini; Pune District, Chennai District, Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Capgemini in Pune is seeking an experienced Amazon Connect Developer to design, develop, and implement cloud-based contact center solutions using Amazon Connect and AWS services.

You will configure contact flows, IVR, ACD, routing profiles, queues, and CRM integrations, build serverless workflows, and collaborate with stakeholders to deliver scalable contact center capabilities for enterprise channels.

Qualifications

• Hands-on experience with Amazon Connect and AWS services.
• Experience with CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
• Strong knowledge of contact flows, IVR design, and routing strategies.
• Proficient in REST API development and cloud-native integrations.

Responsibilities

• Design, develop, and maintain contact center solutions using Amazon Connect.
• Configure and manage Contact Flows, IVR systems, and customer interaction workflows.
• Implement and support ACD functionalities.
• Configure Routing Profiles, Queues, and agent routing strategies.
• Develop and maintain integrations between Amazon Connect and enterprise applications.
• Build and support conversational AI solutions using Amazon Lex.
• Configure and utilize Amazon Contact Lens for call analytics and insights.
• Develop serverless applications and integrations using AWS services.
• Collaborate with stakeholders to deliver scalable contact center solutions.
• Monitor, troubleshoot, and optimize contact center performance.

Skills

Amazon Connect

Contact Flows

IVR Design

ACD

Routing Profiles

Queues

Amazon Lex

Contact Lens

AWS Lambda

REST API

CRM Integration

CTI

Troubleshooting

Tools

DynamoDB

S3

API Gateway

IAM

CloudWatch

Job description

We are looking for an experienced Amazon Connect Developer with strong expertise in designing, developing, and implementing cloud-based contact center solutions. The ideal candidate should have hands‑on experience with Amazon Connect, IVR development, contact flows, routing strategies, AWS services, and CRM integrations.

Key Responsibilities

• Design, develop, and maintain customer engagement solutions using Amazon Connect.
• Configure and manage Contact Flows, IVR systems, and customer interaction workflows.
• Implement and support ACD (Automatic Call Distribution) functionalities.
• Configure and manage Routing Profiles, Queues, and agent routing strategies.
• Develop and maintain integrations between Amazon Connect and enterprise applications.
• Build and support conversational AI solutions using Amazon Lex.
• Configure and utilize Amazon Contact Lens for call analytics, sentiment analysis, and customer insights.
• Develop serverless applications and integrations using AWS services.
• Collaborate with business stakeholders to understand requirements and deliver scalable contact center solutions.
• Monitor, troubleshoot, and optimize contact center performance and customer experience.

Required Skills

• Hands‑on experience with Amazon Connect / Amazon Connect Customer Service solutions.
• Strong experience in:
• Contact Flows
• IVR Design & Development
• ACD (Automatic Call Distribution)
• Routing Profiles
• Queues
• Contact Lens
• Amazon Lex
• Experience with AWS services:
• DynamoDB
• S3
• API Gateway
• IAM
• CloudWatch
• AWS Lambda
• Strong understanding of REST API development and integrations.
• Experience in CRM Integration (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
• Knowledge of CTI (Computer Telephony Integration) concepts and implementations.
• Experience in troubleshooting and resolving production issues within Amazon Connect environments.

Preferred Skills

• AWS Certification (Developer Associate / Solutions Architect Associate).
• Experience in omnichannel customer support solutions.
• Exposure to Contact Center migration and modernization projects.
• Experience with Conversational AI and chatbot implementations.