Amazon Connect / Lex Conversational Design Engineering Lead L2

Wipro; Dallas (TX); On-site; USD 100,000 - 200,000; Full time

Benefits offered by this job

Medical & dental benefits

Disability insurance

Paid time off

Other paid/unpaid leave

Job summary

Wipro is seeking an experienced Amazon Connect / Lex Conversational Design Engineering Lead (L2) in Dallas, Texas. The role focuses on designing IVR and self-service flows within an Amazon environment, supporting multiple business units with intuitive caller experiences.

The ideal candidate will have 10+ years in Amazon Connect/Lex design, strong QA/migration skills, and the ability to partner with cross-functional teams to advance self-service capabilities. Competitive benefits apply.

Qualifications

• Design and build Amazon Connect IVR/contact flows.
• Develop and optimize Amazon Lex intents, utterances, and NLU models.
• Implement caller authentication using Employee number and PIN.
• Design routing based on caller type (Pilot, FA, working status).
• Build DTMF fallback patterns for noisy environments.
• Train Lex bots, tune utterances, test conversations, and QA during migration.
• Collaborate with business and technical teams to improve self-service and caller experiences.

Responsibilities

• Design and build Amazon Connect IVR/contact flows.
• Develop and optimize Lex intents, utterances, and NLU models.
• Implement caller authentication using Employee number and PIN.
• Design routing based on caller type and status.
• Create robust DTMF fallback patterns for noisy environments.
• Perform Lex bot training, utterance tuning, and migration QA.
• Collaborate with business and technical teams to improve self-service.

Skills

Amazon Connect

Amazon Lex

Conversational/IVR design

NLU intent and utterance modeling

Lex training and tuning

DTMF IVR patterns

Contact flow design

QA & migration support

Job description

Amazon Connect / Lex Conversational Design Engineering Lead L2 Job Description Job Title: Amazon Connect / Lex Conversational Design Lead L2 City: Dallas State/Province: Texas Posting Start Date: 10/20/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description:

Job Description

Amazon Connect / Lex Conversational Design Engineering Lead

Job Summary

We are seeking an experienced Amazon Connect / Lex Conversational Designer to design and build IVR and self-service contact flows within an Amazon environment. This role will support 9 business units, focusing on intuitive caller experiences, authentication, intelligent routing, and conversational automation.

Key Responsibilities

• Design and build Amazon Connect IVR/contact flows.
• Develop and optimize Amazon Lex intents, utterances, and NLU models.
• Implement caller authentication using Employee # and PIN.
• Design routing based on caller type, including Pilot, FA, and working status.
• Build DTMF fallback patterns for noisy airport environments.
• Perform Lex bot training, utterance tuning, conversational testing, and QA during migration.
• Partner with business and technical teams to improve self-service and caller experiences.

Required Skills

• Amazon Connect
• Amazon Lex
• Conversational/IVR design
• NLU intent and utterance modeling
• Lex bot training and tuning
• DTMF IVR design patterns
• Contact flow design and testing
• Conversational QA and migration support

Mandatory Skills: Amazon Lex.Experience: >10 YEARS.The expected compensation for this role ranges from $100,000 to $200,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.

Based on the position, the role is also eligible for Wipro's standard benefits including

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.