Remote |Urgent need AWS Connect/ AWS Lex Consultant \C2C \ All visas are workable
IT Recruiter
Role: AWS Connect/ AWS Lex Consultant
Location: Remote
Experience level: 12+
Duration: Long Term
Visa: No Restrictions
JD:
Responsibilities:
· Design, configure, and deploy Amazon Connect contact center solutions.
· Integrate Amazon Connect with other AWS services (Lambda, Lex, S3, DynamoDB, etc.).
· Develop and maintain custom contact flows, routing profiles, and agent hierarchies.
· Implement real-time and historical reporting using AWS tools and SQL queries.
· Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring.
· Troubleshoot and optimize existing Amazon Connect implementations.
· Ensure compliance with security and data privacy standards.
· Provide technical documentation and training to internal stakeholders.
Required Skills & Qualifications:
Amazon Connect Expertise (Expanded):
· Build and optimize complex contact flows using Amazon Connect’s drag-and- drop interface.
· Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
· Configure whisper prompts, queue hold messages, and error handling flows.
· Define agent hierarchies, routing profiles, and user permissions.
· Set up queues, hours of operation, and escalation paths.
· Monitor agent performance and optimize staffing using historical and real-time metrics.
· Connect Amazon Connect with AWS Lambda for serverless backend logic.
· Use Amazon Lex for conversational IVR and chatbot capabilities.
· Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
· Customize and extend reporting using Amazon Connect’s Contact Trace Records (CTR).
· Use CloudWatch for monitoring, alerting, and logging of contact center metrics.
· Implement role-based access control using AWS IAM.
· Ensure encryption of data in transit and at rest.
· Maintain compliance with industry standards (e.g., HIPAA, PCI-DSS) where applicable.
· Integrate with CRMs like ServiceNow.
· Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
· Diagnose call quality issues, latency, and flow errors.
AWS Development Skills:
· Proficiency in AWS Lambda (Node.js or Python).
· Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch.
· Familiarity with AWS SDKs and CLI tools.
· Understanding of serverless architecture and event-driven design. SQL & Data Handling:
· Ability to write basic to intermediate SQL queries.
· Experience with relational databases (e.g., PostgreSQL).
· Understanding of data modeling and reporting.
· Experience with Dynamodb
General Skills:
· Strong problem-solving and analytical skills.
· Excellent communication and documentation abilities.
· Ability to work independently and in a team environment.
· Agile/Scrum experience is a plus.
Preferred Qualifications:
· AWS Certified Solutions Architect or Developer.
· Experience with Amazon Lex, Polly, and Transcribe.
· Knowledge of contact center KPIs and analytics.
Simon
Technical Recruiter
Orange Top Services LLC.
1900 E Golf Road, Suite 950 J, Schaumburg, IL 60173
www.orangetopservices.com |Proudly Women Owned