Job Description
Job Description
Job Type: Fulltime
Location: Seattle, Washington, United States (Onsite)
Experience: 7+years
Must Have Technical/Functional Skills
Experienced Amazon Connect professional with at least 7 years of hands-on experience in designing, implementing, and optimizing cloud-based contact center solutions
The ideal candidate will have expertise in AWS services, IVR design, call routing, and integration with third-party applications.
1. Amazon Connect Core Expertise
- Amazon Connect Call Flows, Routing Profiles, Queues, and Agent Hierarchies
- IVR Design & Configuration (DTMF & Speech-enabled)
- Amazon Connect Contact Lens (for speech analytics & sentiment analysis)
- Amazon Connect Insights (for reporting and analytics)
2. AWS Services & Integrations
- AWS Lambda (for backend processing & API interactions)
- Amazon Lex (for chatbots & voice automation)
- DynamoDB / RDS (for storing customer session data)
- Amazon S3 (for call recordings & logs)
- Amazon Kinesis / Event Bridge (for real-time analytics & event processing)
- AWS API Gateway (for secure integrations)
- AWS IAM & Security Best Practices
3. Scripting & Development
- Python, or JavaScript (for developing Lambda functions)
- JSON, REST APIs, and Web Services (for API-based integrations)
- Amazon Connect Streams API (for custom CTI and UI development)
4. Contact Center & Telephony Skills
- CTI Integration (with CRMs like Salesforce, Zendesk, ServiceNow)
- WebRTC, SIP, VoIP (for softphone & call handling)
- Session Initiation Protocol (SIP) Trunking
- Telephony Troubleshooting (latency, call quality, and debugging)
5. Monitoring & Optimization
- AWS CloudWatch & X-Ray (for monitoring and debugging)
- Logging & Error Handling (structured logging in Lambda & Connect logs)
- Performance Optimization (scalability & high availability best practices)
Roles & Responsibilities
- Design, develop, and deploy Amazon Connect contact center solutions.
- Configure and customize call flows, IVRs, routing profiles, queues, and agent hierarchies.
- Integrate Amazon Connect with AWS Lambda, Lex, DynamoDB, S3, Kinesis and other AWS services.
- Develop and maintain chatbots, voice bots, and automation workflows using AWS Lex and Lambda.
- Optimize call flows and implement real-time and historical analytics using AWS Contact Lens and Amazon Connect Insights.
- Troubleshoot and resolve telephony, latency, and call quality issues.
- Work with developers, architects, and stakeholders to enhance customer experience and operational efficiency .
- Ensure security, compliance, and scalability of the contact center environment.
TCS Employee Benefits Summary:
- Discretionary Annual Incentive.
- Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
- Family Support: Maternal & Parental Leaves.
- Insurance Options: Auto & Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
- Time Off: Vacation, Time Off, Sick Leave & Holidays.
- Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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Salary Range-$67,100-$140,000 a year
Job Tags
Holiday work, Full time,