Amazon Connect Developer

Job Description Conversation Engineer (AWS Connect) Location India (Pune / Bengaluru / Hyderabad / Chennai / Mumbai) Experience 8 Years Employment Type Full-Time Shift Flexible overlap with Australia (Sydney) business hours About the Role We are looking for an experienced Conversation Engineer (AWS Connect) to join a global team delivering next-generation customer experience and contact center transformation solutions. The ideal candidate will have strong expertise in Amazon Connect Conversational AI Amazon Lex Voice Bots NLP/NLU Contact Center Modernization and Enterprise Integrations. The role involves designing and implementing intelligent voice and chat experiences for enterprise customers across network security virtualization cloud and managed services domains. The candidate will work closely with solution architects cloud engineers business analysts and customer stakeholders across Australia and India. Key Responsibilities Conversational AI Design & Development Design build and optimize conversational experiences using Amazon Connect and Amazon Lex. Create intelligent voice and self-service solutions for customer support and IT service management use cases. Define intents utterances slot management dialogue flows and fallback handling strategies. Improve customer engagement self-service adoption and call containment rates. Amazon Connect Solution Engineering Configure and develop Amazon Connect contact flows. Design IVR and intelligent routing solutions. Configure queues routing profiles agents and user management. Support migration and modernization initiatives from legacy contact center platforms. Enterprise Voice Automation Develop AI-powered voice assistants for enterprise service desk and customer support scenarios. Build multilingual conversational experiences. Enhance speech accuracy and customer interaction quality. Support real-time voice-driven customer journeys. AWS Development & Integrations Develop AWS Lambda functions for conversational workflows. Integrate Amazon Connect with: o CRM platforms o ITSM tools (ServiceNow preferred) o Identity management systems o Knowledge management platforms o Third-party enterprise applications Design API-based integrations using REST and serverless architectures. Analytics & Optimization Analyze customer interaction data to improve bot performance. Optimize intent recognition accuracy. Identify conversation drop-off points and user experience gaps. Support reporting and operational dashboards. Solution Delivery Participate in discovery workshops and solution design discussions. Work with enterprise architects to deliver scalable and secure contact center solutions. Support deployment production rollout and hypercare activities. Collaborate with global teams following Agile delivery methodologies. Required Technical Skills Amazon Connect Amazon Connect Administration Contact Flow Development Routing Profiles Queues & Agent Configuration Contact Center Operations Conversational AI Amazon Lex NLP/NLU Concepts Intent Design Dialogue Management Prompt Engineering Voice User Experience (VUX) Design AWS Services AWS Lambda API Gateway IAM CloudWatch DynamoDB S3 EventBridge Step Functions Programming & Integration Python JavaScript REST APIs JSON Git CI/CD Contact Center Ecosystem ServiceNow Integration CRM Integration Workforce Optimization Concepts Contact Center Analytics Preferred Skills Experience with enterprise-scale Amazon Connect implementations. Experience building Voice Bots and Virtual Assistants. Experience with: o Amazon Transcribe o Amazon Polly o Amazon Translate o Amazon Bedrock o Generative AI solutions Experience in cloud transformation and managed services environments. Experience supporting global customers and geographically distributed teams. Understanding of network security and virtualization concepts. Exposure to MSP (Managed Service Provider) operations. Educational Qualifications Bachelors Degree in Computer Science Information Technology Engineering or equivalent. Masters degree is an added advantage. Certifications (Preferred) AWS Certified Solutions Architect AWS Certified Developer Associate AWS Certified AI Practitioner AWS Certified Machine Learning Specialty Amazon Connect Specialty Certifications (if available) Soft Skills Strong client-facing communication skills. Ability to work directly with international stakeholders. Excellent problem-solving and analytical thinking. Ability to translate business requirements into conversational experiences. Strong collabo