Job Description

NAVA Software solutions is looking for a AWS Connect Admin/ IVR Developer

Details:

AWS Connect Admin/Developer(IVR)

Location: Remote

Duration: 6-12 months

Mandatory Skills: IVR Developer/Admin with recent AWS connect exp.

Job description:

Summary: An AWS Connect/IVR Developer & Admin responsible for designing, developing, and implementing cloud contact center solutions using Amazon Connect. The role involves integrating AWS Lambda and other AWS services to enhance customer and agent experiences, reducing average handle time (AHT) and improving efficiency.

Key Responsibilities:

• Design and develop Omnichannel Contact Centers using Amazon Connect.
• Create and configure Connect flows, routing profiles, queues, IVR callbacks, and voicemail services.
• Integrate Amazon Connect with external CRMs like Salesforce to streamline customer service.
• Develop and implement AWS Lambda functions to support Connect functionalities.
• Use AWS services like S3, DynamoDB, and CloudWatch for backend integrations and data storage.
• Automate provisioning and configuration management processes using Terraform or CloudFormation.
• Work with customer interaction analysis tools like CTR and integrate speech-to-text analytics tools (e.g., Verint).
• Optimize Connect instances by implementing best practices for call recordings, security, and routing strategies.

Required Skills:

• Proficiency in Amazon Connect, AWS Lambda, and AWS infrastructure services (S3, DynamoDB, API Gateway).
• Strong understanding of voice and chat flow development in AWS.
• Hands-on experience with tools such as Terraform, CloudFormation for infrastructure automation.
• Integration experience with third-party systems like Salesforce and CRM systems.
• Proficiency in Node.js and Python for Lambda development.

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