Contact Center Engineer

Tata Consultancy Services; Dallas (TX); On-site; USD 90,000 - 100,000; Full time

Job summary

Tata Consultancy Services in Dallas, TX is seeking a Contact Center Engineer to design, configure, and implement Amazon Connect solutions for enterprise scale. The role involves developing contact flows, routing profiles, queues, prompts, and agent configurations to ensure smooth operations.

You will build conversational IVR using Amazon Lex, create Lambda functions for custom logic, and securely integrate with APIs, databases, and CRM systems while collaborating with cross-functional teams to

Qualifications

• Strong hands-on experience to design, configure, and implement Amazon Connect contact center solutions.
• Develop and maintain contact flows, routing profiles, queues, prompts, hours of operation, and agent configurations.
• Hands-on experience in building conversational IVR and self-service capabilities using Amazon Lex.

Responsibilities

• Design, configure, and implement Amazon Connect contact center solutions.
• Develop and maintain contact flows, routing profiles, queues, and agent configurations.
• Integrate Amazon Connect with enterprise applications, APIs, databases, and CRM platforms.
• Troubleshoot contact flow, telephony, integration, and Lambda-related issues.

Skills

Amazon Connect

REST APIs

JSON

Troubleshooting

Communication

Security best practices

Tools

AWS Lambda

Amazon Lex

Amazon API Gateway

Job description

Contact Center Engineer

Must Have Technical/Functional Skills

• Strong hands-on experience to design, configure, and implement Amazon Connect contact center solutions.
• Develop and maintain contact flows, routing profiles, queues, prompts, hours of operation, and agent configurations.
• Hands-on experience in building conversational IVR and self-service capabilities using Amazon Lex.
• Develop AWS Lambda functions to implement custom contact center business logic and backend integrations.
• Integrate Amazon Connect with enterprise applications, APIs, databases, CRM platforms, and other AWS services.
• Implement secure API-based integrations using services such as Amazon API Gateway where required.
• Configure call routing, IVR, call recording, callback, and customer self-service capabilities.
• Troubleshoot contact flow, telephony, integration, and Lambda-related issues.
• Monitor solution performance using Amazon CloudWatch and support production incidents.
• Follow security, logging, access-control, and operational best practices for contact center implementations.
• Collaborate with application, infrastructure, security, network, and business teams to translate contact center requirements into technical solutions.
• Strong understanding of REST APIs, JSON, and API integrations.
• Knowledge of AWS security concepts, including IAM roles and policies.
• Understanding of contact center concepts such as IVR, ACD, queues, routing, call recording, callbacks, and agent handling.
• Strong troubleshooting and communication skills.

Salary Range- $90,000-$100,000 a year

Location: Dallas, TX

Function: TECHNOLOGY

Role: Engineer

ID: 438435

Skills: Cloud AWS/Amazon

Salary Range: $90,000 - $100,000