What are the responsibilities and job description for the Amazon connect position at ApTask?
Role : Software Engineer with ( Amazon Connect )
Location : Jersey City, NJ, Wilmington DE, Plano, TX Hybrid 3 days office in week.
Pay Rate : $70 / hr C2C and $60 / hr W2.
Job Type : Only Contract
Experience : 10 Years
Job Description :
In this role, you will be responsible for the assessment, design, development, and implementation of complex contact center solutions leveraging Amazon Connect platform. You will work closely with cross-functional teams, including product, engineering, and operations to deliver high-quality, innovative, secure and scalable solutions that meet the evolving needs of the business in a hyper-growth environment.
Key Responsibilities
- Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR / contact flows, queues, agents, and integrations.
- Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications.
- Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
- Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
- Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
- Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.
Job Qualifications
o Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
o Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.
o Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
o Experience with Amazon Connect's API's and SDK's
o Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,
o Experience with AWS Security best practices.
o Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
o Experience with CRM API's and data models
o Good to have experience integrating with WFM systems like Verint.
o Strong programming skills using Java, Spring Boot
o Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
o Experience working in Agile environments (Jira)
o Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
o Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
o Good experience and knowledge of networking concepts and protocols especially in telephony environment.
o Excellent problem-solving and analytical skills
o Strong communication and interpersonal skills
o Ability to work independently and as part of a team
Required Experience
Nice to have
Required Education
Bachelor’s degree in computer science, Information Systems, or equivalent education or work experience
Salary : $60 - $70
