Job Title

Role SummaryWe are seeking an experienced Amazon Connect IVR Engineer to design, develop, deploy, and optimize cloud-native contact center solutions using Amazon Connect. The candidate will build intelligent IVR workflows, integrate enterprise systems, and enable AI-powered customer experiences using AWS services.This role requires strong experience in IVR design, AWS architecture, API integrations, and contact center best practices.Key Responsibilities1️⃣ IVR Design & DevelopmentDesign and implement IVR flows using Amazon ConnectBuild contact flows, routing profiles, queues, and promptsConfigure inbound/outbound call flowsImplement DTMF and speech-based IVRDesign multi-language IVR solutions2️⃣ AWS Integration & Backend DevelopmentDevelop integrations using:AWS LambdaAPI GatewayDynamoDBS3Integrate with CRM systems (Salesforce, ServiceNow, etc.)Implement secure REST APIsEnable real-time data fetch for dynamic IVR responses3️⃣ AI & Conversational CapabilitiesIntegrate IVR with:Amazon LexBedrock / LLM services (if applicable)Implement NLP-based intent detectionEnable bot-to-agent handoff logicImprove containment rates4️⃣ Call Routing & Workforce OptimizationConfigure intelligent routing strategiesImplement skills-based routingEnable queue prioritizationOptimize AHT and FCR metrics5️⃣ Monitoring, Logging & ComplianceConfigure CloudWatch loggingImplement call recording policiesEnsure compliance (PCI, HIPAA if applicable)Monitor call quality and IVR performance6️⃣ DevOps & InfrastructureDeploy infrastructure using:CloudFormation / TerraformManage multi-environment deployments (Dev/UAT/Prod)Implement CI/CD pipelinesHandle DR & high availability architectureRequired SkillsTechnical Skills5-8+ years in Contact Center / IVR developmentHands-on experience with Amazon ConnectStrong AWS knowledge (Lambda, API Gateway, IAM, S3, DynamoDB)REST API integration experienceJavaScript / Python experience (Lambda functions)Understanding of SIP / telephony basicsPreferred SkillsExperience with:Contact LensAmazon LexBedrock / AI integrationsExperience with Genesys / NICE / Twilio (migration projects)Knowledge of OAuth / JWT authenticationExperience with contact center analytics