Amazon Connect Developer || Wilmington, DE/ New Jersey/ Plano, TX (ONSITE) || Contract

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Position:- Amazon Connect Developer

Location:- Wilmington, DE/ New Jersey/ Plano, TX (Day 1 onsite) (5 Days Onsite)

Job Type:- Contract

Job Summary

• We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS Expert to join a dynamic team and assist with migration from legacy contact center system to Amazon Connect.
• 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 dialling.
• 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

Amazon Connect Expertise:

• Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
• 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.
• Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
• Experience with Amazon Connect's API's and SDK's

AWS Experience:

• Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB etc.,
• Experience with AWS Security best practices.

CRM Integrations and 3rd Party Integrations

• Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
• Experience with CRM API's and data models
• Good to have experience integrating with WFM systems like Verint.

Technical Skills

• Strong programming skills using Java, Spring Boot
• Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora etc.,)
• Experience working in Agile environments (Jira)
• Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
• 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.,)
• Good experience and knowledge of networking concepts and protocols especially in telephony environment.

Other Qualifications:

• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team

Required Experience

• 5 Years of experience in Contact Center technologies and Cloud Architecture
• 5 Years of hands-on experience Amazon Connect and AWS
• 2 Years of experience using Terraform

Nice to have

• Experience with Genesys On-Premises contact center system
• Experience with contact center migrations
• Experience with cloud migrations
• Experience with AI/ML technologies especially AWS Transcribe, Bedrock, Comprehend, SageMaker etc
• Related AWS Certifications

Required Education:- Bachelor's degree in computer science, Information Systems, or equivalent education or work experience

Rahul Kumar

Senior Technical Recruiter

Fusionplus Inc

Contact: - Ext: 3928

Email ID: -

LinkedIn ID:

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