Develop and support Amazon Connect contact center solutions integrated with Salesforce. Build contact flows, IVR, queues, routing profiles, Lex bots, Contact Lens analytics, and voice or chat routing. Create secure serverless integrations using AWS services, monitor systems, automate infrastructure with IaC tools, troubleshoot production incidents, and optimize performance.
Position: AWS Engineer
Location: Chennai - Onsite/Hybrid/Remote
Shift Timing: 3.00AM - 12.00PM PST (US Pacific Time)
About the role: We are looking for an experienced AWS Amazon Connect & Salesforce Integration Developer with strong expertise in developing cloud-based contact center solutions and integrating Amazon Connect with Salesforce CRM. The ideal candidate should have hands-on experience building Amazon Connect contact flows, IVR solutions, queues, routing configurations, Amazon Lex chatbots, and Contact Lens analytics. The candidate will also be responsible for developing scalable integrations using AWS serverless services, implementing call and chat routing between existing CTI platforms and Amazon Connect, and providing production support.
Key Responsibilities:
- Design, develop, and configure Amazon Connect contact center solutions, including contact flows, queues, routing profiles, and IVR workflows.
- Develop and configure Amazon Lex bots for automated customer interactions and self-service capabilities.
- Implement Amazon Connect Contact Lens for call recording, analytics, conversational insights, and quality monitoring.
- Integrate Amazon Connect with Salesforce CRM using Salesforce Voice (formerly Service Cloud Voice) or Salesforce CTI Adapter.
- Develop scalable and secure integrations using AWS services such as:
- AWS Lambda
- API Gateway
- DynamoDB
- Kinesis
- EventBridge
- SNS and SQS
- Implement seamless voice and chat routing between existing CTI platforms and Amazon Connect.
- Configure monitoring, logging, and troubleshooting using Amazon CloudWatch, AWS CloudTrail, and AWS X-Ray.
- Automate infrastructure provisioning and deployments using CloudFormation, AWS CDK, or Terraform.
- Troubleshoot integration issues, call routing failures, latency, and production incidents.
- Collaborate with Salesforce, AWS, and application development teams to deliver reliable contact center solutions.
- Provide ongoing production support, performance optimization, and maintenance.
Required Technical Skills:
- Strong hands-on experience with Amazon Connect implementation and customization.
- Experience with Amazon Connect contact flows, IVR, queues, routing profiles, and Lex bots.
- Experience with Amazon Connect Contact Lens and contact center analytics.
- Hands-on experience integrating Amazon Connect with Salesforce CRM.
- Knowledge of Salesforce Voice (Service Cloud Voice) or Salesforce CTI Adapter.
- Strong experience with AWS Lambda, API Gateway, DynamoDB, Kinesis, EventBridge, SNS, and SQS.
- Experience with AWS monitoring and tracing tools such as CloudWatch, CloudTrail, and X-Ray.
- Experience with Infrastructure as Code (IaC) tools such as CloudFormation, CDK, or Terraform.
- Strong understanding of REST APIs, webhooks, event-driven architecture, and system integrations.
- Experience in production troubleshooting and application support.
dotSolved System Inc. Chennai, Tamil Nadu, IND Office
STPI Incubation Centre, 2nd floor No. 5, SH 49A, Tharamani, Chennai, India, 600113
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