Amazon Connect / Lex Conversational Design Engineering Lead L2

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

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Other leave options

Job summary

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

We are looking for expertise in training Lex models, utterance tuning, and end-to-end QA during migration, partnering with cross‑functional teams to improve self-service and caller experiences.

Qualifications

• Experience designing and building Amazon Connect IVR flows.
• Experience developing and tuning Lex intents, utterances and NLU models.
• Proven ability to train Lex bots and support migration efforts.

Responsibilities

• Design and build Amazon Connect IVR/contact flows.
• Develop and optimize Lex intents, utterances, and NLU models.
• Implement caller authentication and routing logic.
• Create DTMF fallback patterns for challenging environments.
• Conduct Lex bot training, utterance tuning, testing and QA during migration.
• Collaborate with business and technical teams to improve self-service experiences.

Skills

Amazon Connect

Amazon Lex

Conversational design

NLU modeling

Lex training

DTMF patterns

Contact flow design

QA & migration

Job description

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 a 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.

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