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.
Vacancy posted 4 days ago
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