Codincity Digital Technologies - Amazon Connect Consultant/Developer

Job Description : We are seeking a highly skilled Amazon Connect Consultant/Developer with hands-on experience in designing and implementing end-to-end Amazon Connect solutions. The ideal candidate will have a deep understanding of call center operations, including on-premises telephony platforms, and possess the ability to architect and integrate Amazon Connect with third-party systems, CRMs, and AWS Generative AI services. You will play a key role in transforming customer engagement using AWS Cloud technologies and intelligent automation.Key Responsibilities : 1. Lead Amazon Connect Solution Design : - Design scalable, secure, and resilient Amazon Connect architectures tailored to client business and operational needs.- Define end-to-end customer journeys, IVR flows, and contact routing logic.2. Development & Customization : - Build and customize contact flows using AWS Lambda, Amazon Lex, Contact Flow modules, and AWS SDK.- Develop integrations with CRMs (e.g., Salesforce, Dynamics), ticketing systems, and backend databases.3. AI/ML & Gen AI Integration : - Implement AWS Generative AI services (e.g., Amazon Bedrock, Amazon Lex, Amazon Kendra, and Amazon Q) to enhance contact center automation, knowledge search, and agent assist solutions.- Enable AI-driven use cases like intelligent chatbots, voicebots, real-time transcription, and summarization.4. Migration & Transformation : - Lead or support migration from legacy on-premises call center solutions (e.g., Avaya, Genesys, Cisco) to Amazon Connect.- Conduct gap analysis and develop phased transformation roadmaps.5. Solution Architecture & Documentation : - Develop technical design documents, solution blueprints, and operational runbooks.- Support pre-sales engagements including solution scoping, proposals, and RFP responses.6. Stakeholder Collaboration : - Work closely with cross-functional teams including developers, product managers, infrastructure engineers, and business analysts.- Act as technical advisor to clients and internal teams on best practices and evolving trends in contact center technologies.Required Qualifications : - 5+ years of experience in cloud-based contact centre platforms with 3+ years specifically in Amazon Connect implementations.- Strong knowledge of call center operations, KPIs, and contact center technologies (IVR, CTI, ACD, WFM).- Proficiency in AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, IAM, and Step Functions.- Experience with AWS Generative AI services (Bedrock, Lex, Kendra, Q, Comprehend, etc.) and real-time AI integrations in contact centers.- Familiarity with contact center CRMs, third-party integrations, and API-based automation.- Understanding of security and compliance in cloud deployments (PCI, HIPAA, etc.).- Experience in migrating from on-prem solutions like Avaya, Genesys, or Cisco to Amazon Connect.- Ability to write and understand code (Node.js, Python, or Java) for Lambda functions and integrations.Preferred Qualifications : - AWS Certification Solutions Architect Associate or Professional; Amazon Connect Specialization a plus.- Familiarity with DevOps tools (CI/CD pipelines, CloudFormation/Terraform, CodePipeline).- Experience in contact center analytics and reporting (e.g., Connect Contact Lens, AWS Quicksight).- Knowledge of global telephony and network connectivity (SIP, PSTN, SBC, carrier routing).- Prior consulting or system integrator experience is a strong plus. (ref:hirist.tech)