Amazon Connect/LEX Engineer, Bedrock

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and execute release planning, development, testing, and deployment of IVR enhancements across multiple agencies.

• Create call flow designs and integrate with backend systems utilizing application program interfaces (API).

• Manage NICE Business Unit and contribute to the design and optimization of network solutions.

• Deliver routing design and implementation for contact center technologies.

• Collaborate with the Architecture team to design, develop, and deploy APIs and utilize existing APIs.

• Offer technical support and troubleshooting assistance to both customers and internal teams when scripting issues occur.

• Facilitate issue communication and resolution with various technical teams during problem incidents.

• Review support tickets in collaboration with agency leadership and supervise any support inquiries from team members addressing those agencies' tickets.

⛳️ Requirements

• A minimum of 4 years of hands-on experience in designing and building Amazon Connect contact flows utilizing DynamoDB, Lambda, and Lex Bots.

• Demonstrated expertise in Amazon Connect, encompassing portal widget integration, CRM integration, chatbot development, and email and SMS solutions.

• Extensive experience in call routing design, including routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing.

• Proficient in developing AWS Lambda-based custom logic to enhance contact center operations.

• Competency in Python, Node.js, or Java with AWS Lambda API integration.

• Familiarity with version control tools such as GIT, GitHub, and TFS.

• Experience with CI/CD tools, including Terraform, CloudFormation, or GoCD.

• Strong problem-solving, debugging, and troubleshooting skills.

• Exceptional communication and collaboration skills with cross-functional teams and stakeholders.

• Preferable: Experience in contact center environments (e.g., Genesys, Avaya, Cisco, etc.).

🏝️ Benefits

• Culture of Relentless Performance: join a remarkable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: benefit from a comprehensive compensation and benefits package, which includes health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: enjoy the flexibility that remote work provides.

• Growth Mindset: take advantage of numerous professional development opportunities, including certification programs, mentorship, and talent investment initiatives, as well as internal mobility and internship options.

• Global Impact: engage in meaningful projects for leading global clients and influence the future of various industries.

• Welcoming Multicultural Environment: become part of a vibrant, global team and excel in an inclusive and supportive workplace that fosters open communication and regular team-building social events.

• Social Sustainability Values: align with our sustainable business practices focused on five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.