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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