Lead, Amazon Connect & Lex Conversational Design

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

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.