Job Description

Job Description

Job Type: Fulltime

Location: Seattle, Washington, United States (Onsite)

Experience: 7+years

Must Have Technical/Functional Skills

Experienced Amazon Connect professional with at least 7 years of hands-on experience in designing, implementing, and optimizing cloud-based contact center solutions

The ideal candidate will have expertise in AWS services, IVR design, call routing, and integration with third-party applications.

1. Amazon Connect Core Expertise

• Amazon Connect Call Flows, Routing Profiles, Queues, and Agent Hierarchies
• IVR Design & Configuration (DTMF & Speech-enabled)
• Amazon Connect Contact Lens (for speech analytics & sentiment analysis)
• Amazon Connect Insights (for reporting and analytics)

2. AWS Services & Integrations

• AWS Lambda (for backend processing & API interactions)
• Amazon Lex (for chatbots & voice automation)
• DynamoDB / RDS (for storing customer session data)
• Amazon S3 (for call recordings & logs)
• Amazon Kinesis / Event Bridge (for real-time analytics & event processing)
• AWS API Gateway (for secure integrations)
• AWS IAM & Security Best Practices

3. Scripting & Development

• Python, or JavaScript (for developing Lambda functions)
• JSON, REST APIs, and Web Services (for API-based integrations)
• Amazon Connect Streams API (for custom CTI and UI development)

4. Contact Center & Telephony Skills

• CTI Integration (with CRMs like Salesforce, Zendesk, ServiceNow)
• WebRTC, SIP, VoIP (for softphone & call handling)
• Session Initiation Protocol (SIP) Trunking
• Telephony Troubleshooting (latency, call quality, and debugging)

5. Monitoring & Optimization

• AWS CloudWatch & X-Ray (for monitoring and debugging)
• Logging & Error Handling (structured logging in Lambda & Connect logs)
• Performance Optimization (scalability & high availability best practices)

Roles & Responsibilities

• Design, develop, and deploy Amazon Connect contact center solutions.
• Configure and customize call flows, IVRs, routing profiles, queues, and agent hierarchies.
• Integrate Amazon Connect with AWS Lambda, Lex, DynamoDB, S3, Kinesis and other AWS services.
• Develop and maintain chatbots, voice bots, and automation workflows using AWS Lex and Lambda.
• Optimize call flows and implement real-time and historical analytics using AWS Contact Lens and Amazon Connect Insights.
• Troubleshoot and resolve telephony, latency, and call quality issues.
• Work with developers, architects, and stakeholders to enhance customer experience and operational efficiency .
• Ensure security, compliance, and scalability of the contact center environment.

TCS Employee Benefits Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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Salary Range-$67,100-$140,000 a year

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