AWS Connect Support Engineer

Vilwaa Tech Enablers; Chennai District; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

Vilwaa Tech Enablers is seeking an AWS Connect specialist to design and implement contact flows for voice, chat, email, and IVR, focusing on performance and customer experience.

You will integrate AWS Connect with Lambda, DynamoDB, S3, SES, and CloudWatch, build reports, troubleshoot issues, and support omnichannel improvements, while ensuring PCI compliance.

Qualifications

• Must have experience with AWS Connect IVR configuration.
• Experience in IVR and contact center configuration.
• API integration experience using Postman.
• Knowledge of call center processes, queuing, and WFM.
• Strong analytical and problem-solving skills.
• Good communication abilities.
• SQL knowledge is an advantage.
• AWS Lex / AI / chatbots knowledge is advantageous.

Responsibilities

• Configure and develop AWS Connect contact flows for voice, chat, email, IVR, prompts, and dispositions.
• Develop reports and dashboards to track performance and customer experience.
• Integrate AWS Connect with HITS and other platforms via APIs.
• Work with AWS Lambda, DynamoDB, S3, SES, and CloudWatch.
• Troubleshoot integration and contact center issues.
• Implement omnichannel capabilities and improve routing, AHT, and customer satisfaction.
• Support continuous improvement, automation, and cloud contact center initiatives.
• Ensure PCI compliance and provide technical support on-call.

Skills

AWS Connect

IVR & Contact Center

API integration

Call center processes

WFM

Analytical skills

Communication skills

SQL

AWS Lex/AI

Tools

AWS Lambda

DynamoDB

S3

SES

CloudWatch

Job description

Role: AWS Connect

Key Responsibilities:

• Configure and develop AWS Connect contact flows for voice, chat, email, IVR, prompts, and call dispositions.
• Develop AWS Connect reports and dashboards to track performance and customer experience.
• Integrate AWS Connect with HITS and other platforms using APIs.
• Work with AWS Lambda, DynamoDB, S3, SES, and CloudWatch.
• Troubleshoot integration and contact center issues.
• Implement omnichannel capabilities and improve call routing, AHT, and customer satisfaction.
• Support continuous improvement, automation, and cloud contact center initiatives.
• Ensure PCI compliance and provide technical support/on-call assistance.

Must-Have Skills:

• AWS Connect / Amazon Connect experience.
• IVR and Contact Center configuration experience.
• API integration & Postman.
• Knowledge of call center processes, IVR, queuing, WFM, and agent performance.
• Strong analytical and problem-solving skills.
• Good communication skills.
• SQL knowledge is an advantage.
• AWS Lex / AI / Chatbots knowledge is a strong advantage.

Experience:

• 12 years of AWS Connect IVR configuration, OR
• 2-5+ years of experience with similar contact center technologies.