Application Developer

Software Technology Inc

Amazon Connect IVR Engineer

As a member of the Contact Center Engineering team, you will be a pioneer of new ideas, features, and products. We are looking for Amazon Connect IVR Engineers who, along with their teammates, can build/prototype new ideas quickly, measure their effectiveness, and assess viability. You will be part of the transformation journey migrating Contact Centers from Legacy to Cloud, working on Amazon Connect and AWS services, designing and building Contact Flows, implementing and driving Process Automation and leveraging DevSecOps best practices.

What You Will Do

Work closely with Business on understanding, estimating, design & acceptance of requirements
Design, Configure and build Amazon Connect Contact Flows
Work and/or Drive resolution of Defects (Usability, Design, Telephony, Connectivity, Network etc.)
Engaging with Partners & Vendors, as required (AWS, NICE, Salesforce etc.)
Develop application code adhering to coding best practices, quality & security standards
Defining Test Strategy & Test Cases; Automate Test Cases; Execution & Test Reporting

Basic Qualifications

Hands-on experience on Amazon Connect and the Cloud IVR Solutions
In-depth understanding of possible Call Flow Queue Prioritization Strategies, Call Flow Optimizations
In-dept understanding of Call Back Assist / VHT, In-bound & Outbound Calling, Campaign Strategies
Understanding of Contact Center Operations Metrics / OKRs
Strong communication skills in English

Required Technical Skills

2+ years of hands-on experience developing Contact Flows, Queues, Routing Profiles, Quick Connects
2+ years of experience using Lambda, S3, EC2, Lex, RDS, ElastiCache, DynamoDB, Step Functions
1+ years of hands-on experience on scripting using Terraform
1+ years of hands-on development experience using Python, Node JS, NPM Build & Packaging
Experience with GitLab, Cloudbees, Artifactory

Nice To Have

Experience with NICE Engage, NICE Workforce Management, Avaya, Cisco
Amazon API Gateway, API Development
Familiarization with LucidChart, Draw.

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Vacancy posted 3 days ago

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