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Amazon Connect - Network Voice

HCLTechpune, maharashtra, in

24 days ago

Job description

Network Voice - Amazon Connect

Primary Location : Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience : 14+ years

Requirement Details :

Position Overview (Job Summary) :

The Amazon Connect Architect is responsible for designing and implementing scalable, secure, and integrated cloud contact center solutions using Amazon Connect and the AWS ecosystem. The role involves leading technical teams, ensuring compliance, and delivering omnichannel customer experiences through automation and intelligent workflows.

Primary Skills :

Amazon Connect architecture and implementation
AWS services : Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, API Gateway
Contact Flow design and IVR scripting
Integration with CRM, ticketing, and WFM systems
Python and Lambda development
REST API and web service integration
Security and compliance (PCI, HIPAA, GDPR)
AWS Well-Architected Framework

Secondary Skills :

Machine learning, NLP, and speech analytics (e.g., Contact Lens, Amazon Q in Connect)

Agile / Scrum methodologies and JIRA

Infrastructure-as-Code (CloudFormation, Terraform)

DevOps and CI / CD practices

Telephony protocols (SIP, VoIP)

AWS CXE tools : Pinpoint, SES, Bedrock, Segment AI, Campaigns

QuickSight (reporting and dashboards)

VPC and CIDR configuration

Experience :

4–5+ years of hands-on experience with Amazon Connect and AWS CXE tools

Experience leading scrum teams and delivering AWS-based contact center solutions

Proven track record in large-scale system integration and cloud migrations

Role and Responsibilities :

A. Key Responsibilities

Design end-to-end cloud contact center solutions using Amazon Connect and AWS services

Gather requirements and define user journeys and workflows

Lead technical teams and provide architectural guidance

Integrate Amazon Connect with third-party systems (CRM, WFM, analytics, telephony)

Plan and execute migrations from legacy systems

Ensure security, compliance, and adherence to AWS best practices

Automate workflows using Lambda, Lex, and other AWS tools

Enable omnichannel capabilities (voice, chat, email, SMS)

Monitor performance using CloudWatch, Contact Lens, and dashboards

Maintain architecture documentation and implementation guides

B. Additional Responsibilities

Lead scrum teams and convert user stories into technical designs

Deliver solutions aligned with AWS Well-Architected Framework

Document call flows and technical specifications

Support complex implementations (e.g., Contact Lens dashboards, Amazon Q, Segment AI)

Collaborate with cross-functional teams in Agile environments

Educational Qualification :

Bachelor’s degree in Computer Science, Engineering, or related field (preferred)

Certifications :

Highly Desirable : AWS Certified Solutions Architect – Associate or Professional

Nice to Have : Certifications in DevOps, security, or contact center platforms

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