Associate Manager Software Engineering / RR

Job Description:

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 ASR/NLU IVR to Amazon Lex. 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.

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.
• Design, develop and implement ASR/NLU voice bots via Amazon Lex.

• 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 Lex features, including voice and chat capabilities, speech recognition, and text-to-speech.

• Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.

Job Qualifications

AWS Connect Experience

• Deep understanding of Amazon Connect core features and capabilities including Amazon Lex.
• 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 Connects integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
• Experience with Amazon Connects APIs and SDKs

AWS Experience

• Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Dynamo DB etc. ,
• Experience with AWS Security best practices.
• CRM Integrations and 3rd Party Integrations
• Experience with CRM APIs and data models

Technical Skills

• Strong programming skills using Java, Spring Boot
• Experience with SQL and NoSQL databases (e. g. , AWS RDS, Dynamo DB, etc. , )
• Experience working in Agile environments (Jira)
• Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc. , )
• Experience and understanding of 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
• Experience with AI/ML technologies

Nice to have

• Experience with contact center migrations
• Related AWS Certifications
• Experience with cloud migrations

Required Education

Bachelor s degree in computer science, Information Systems, or equivalent education or work experience

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