Amazon Connect Developer

NAM Info Inc; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

NAM Info Inc. seeks an experienced AWS Connect Developer to design, develop, configure, and support cloud-based contact center solutions using Amazon Connect, Amazon Lex, NICE, and Cognigy.

The candidate should have a strong background in IVR and conversational AI, integrating contact center platforms with enterprise applications, and building scalable customer-service workflows on AWS. The role involves designing contact flows, implementing Lex-based IVR, integrating Cognigy bots, configuring

Qualifications

• 10+ years of software development/integration experience.
• Experience implementing enterprise-scale cloud contact-center and conversational AI solutions.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.

Responsibilities

• Design, configure, and develop Amazon Connect contact center solutions, including contact flows, queues, routing profiles, prompts, and agent configurations.
• Develop and maintain IVR and conversational experiences using Amazon Lex for voice and chat channels.
• Build and integrate Cognigy conversational AI bots with Amazon Connect and enterprise applications.
• Configure and integrate NICE contact center capabilities, including workforce engagement, recording, analytics, quality management, and reporting as applicable.
• Develop integrations between Amazon Connect and backend systems using AWS Lambda, API Gateway, DynamoDB, S3, EventBridge, and other AWS services.
• Implement customer authentication, data lookup, call routing, screen pops, and personalized customer journeys.
• Develop custom integrations using REST APIs, webhooks, and serverless AWS services.
• Configure contact flows, Lex bots, prompts, business hours, routing logic, queues, and error handling.
• Integrate Amazon Connect with CRM and enterprise platforms such as Salesforce, ServiceNow, or other business applications.
• Monitor and troubleshoot production contact-center environments and resolve application, integration, and call-flow issues.
• Implement logging, monitoring, and troubleshooting using Amazon CloudWatch and related AWS services.
• Work with business analysts, contact-center teams, architects, and QA teams to translate business requirements into technical solutions.
• Support deployment and release processes across development, QA, UAT, and production environments.
• Follow security, compliance, performance, and scalability best practices for AWS contact-center solutions.
• Document solution architecture, contact flows, integrations, configurations, and operational procedures.

Skills

Amazon Connect

Amazon Lex

Cognigy

NICE

AWS Lambda

API Gateway

Python

Node.js

IVR

Conversational AI

Education

Bachelor's degree in Computer Science, Engineering, Information Technology, or related field

Tools

Salesforce

ServiceNow

Job description

Interview Process: 2 Round Virtual Video interviews

Experience: 10+ years

Primary Technologies: Amazon Connect, Amazon Lex, Cognigy.AI, NICE, AWS Lambda, API Gateway, Python/Node.js

Job Summary

We are looking for an experienced AWS Connect Developer to design, develop, configure, and support cloud-based contact center solutions using Amazon Connect, Amazon Lex, NICE, and Cognigy. The ideal candidate will have strong experience building IVR and conversational AI solutions, integrating contact center platforms with enterprise applications, and developing scalable customer-service workflows on AWS.

Key Responsibilities

• Design, configure, and develop Amazon Connect contact center solutions, including contact flows, queues, routing profiles, prompts, and agent configurations.
• Develop and maintain IVR and conversational experiences using Amazon Lex for voice and chat channels.
• Build and integrate Cognigy conversational AI bots with Amazon Connect and enterprise applications.
• Configure and integrate NICE contact center capabilities, including workforce engagement, recording, analytics, quality management, and reporting as applicable.
• Develop integrations between Amazon Connect and backend systems using AWS Lambda, API Gateway, DynamoDB, S3, EventBridge, and other AWS services.
• Implement customer authentication, data lookup, call routing, screen pops, and personalized customer journeys.
• Develop custom integrations using REST APIs, webhooks, and serverless AWS services.
• Configure contact flows, Lex bots, prompts, business hours, routing logic, queues, and error handling.
• Integrate Amazon Connect with CRM and enterprise platforms such as Salesforce, ServiceNow, or other business applications.
• Monitor and troubleshoot production contact-center environments and resolve application, integration, and call-flow issues.
• Implement logging, monitoring, and troubleshooting using Amazon CloudWatch and related AWS services.
• Work with business analysts, contact-center teams, architects, and QA teams to translate business requirements into technical solutions.
• Support deployment and release processes across development, QA, UAT, and production environments.
• Follow security, compliance, performance, and scalability best practices for AWS contact-center solutions.
• Document solution architecture, contact flows, integrations, configurations, and operational procedures.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• 10+ years of software development/integration experience.
• Experience implementing enterprise-scale cloud contact-center and conversational AI solutions.
• AWS certification such as AWS Certified Developer, Solutions Architect, or similar is a plus.
• Experience with CRM integrations such as Salesforce or ServiceNow.

Knowledge of contact-center technologies, CCaaS, IVR, CTI, and omnichannel customer engagement.