Job Description

Job Title: Amazon Connect Developer

Employment Type: Contract

Work Mode: Hybrid - 3days to office

Location: Plano, TX

Job Summary

We are seeking a skilled Amazon Connect Developer to design, develop, and optimize cloud-based contact center solutions. The ideal candidate will have hands-on experience with Amazon Connect, Amazon Lex, IVR systems, AWS Lambda , and backend development using Node.js or Python . You will be responsible for building intelligent call flows, integrating AI-powered chatbots, and enabling seamless customer experiences across voice and digital channels.

Key Responsibilities

Amazon Connect & IVR Development

• Design, build, and maintain Amazon Connect contact flows (Inbound, Outbound, Transfer, Callback).
• Develop and optimize IVR call flows with dynamic routing, prompts, and error handling.
• Implement call recording, queue management, and real-time metrics dashboards.

Amazon Lex & Conversational AI

• Design and integrate Amazon Lex bots for voice and chat interactions.
• Build intent-based conversational flows and manage utterances, slots, and fallback logic.
• Enhance customer experience using NLP-driven automation and self-service capabilities.

Backend & Serverless Development

• Develop AWS Lambda functions using Node.js or Python to support call flows and integrations.
• Implement APIs and business logic for CRM, ticketing systems, and third-party services.
• Handle error handling, logging, and performance optimization in serverless environments.

Integrations & Automation

• Integrate Amazon Connect with CRM systems, databases, REST APIs , and external services.
• Implement data dip, screen pop, call disposition, and post-call workflows.
• Automate workflows using AWS services such as DynamoDB, S3, CloudWatch , and IAM.

Security, Monitoring & Optimization

• Ensure security best practices using IAM roles and policies .
• Monitor call flows, Lambda execution, and system health using CloudWatch.
• Troubleshoot production issues and optimize performance and cost.

Required Skills & Qualifications

Core Skills

• Strong hands-on experience with Amazon Connect
• Experience designing IVR and complex call flows
• Proficiency in Amazon Lex (Voice Bots)
• Solid experience with AWS Lambda
• Strong coding skills in Node.js or Python
• Understanding of contact center KPIs and metrics

AWS & Cloud Knowledge

• Knowledge of AWS services: IAM, CloudWatch, DynamoDB, S3, API Gateway
• Experience with serverless architecture
• Familiarity with AWS security and compliance best practices

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