Amazon Connect Contact Center Lead

Job Description

Infosys is seeking Amazon Connect Contact Center Lead This position will interface with key stakeholders and apply your technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation Application Architecture definition and Design; play an important role in creating the high level design artifacts; deliver high quality code deliverables for a module lead validation for all types of testing and support activities related to implementation transition and warranty; be part of a learning culture where teamwork and collaboration are encouraged excellence is rewarded and diversity is respected and valued.

Required Qualifications:
Candidate must be located within commuting distance of Richardson TXor be willing to relocate to the area. This position may require travel to project location
Bachelors degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
4 years of experience with AWS services including Amazon Connect/Amazon Lex.
Design and deploy Amazon Connect contact center solutions.
Integrate AWS Connect with other AWS services (Lambda Lex S3 DynamoDB etc.).
Customize call flows IVRs and routing logic using Contact Flows and AWS Lambda.
Implement real-time and historical reporting dashboards.
Ensure security scalability and compliance of contact center solutions.
Collaborate with cross-functional teams including DevOps QA and customer support.
Troubleshoot and optimize existing AWS Connect implementations.
Strong understanding of contact center operations Conversation design and technologies.
Strong understanding of IVR design principles call routing logic and contact center operations.
Experience with contact center reporting analytics and dashboards.
Proficiency in scripting (Python ) and AWS Lambda.
Experience with AWS IAM CloudWatch and API Gateway.
Familiarity with CI/CD pipelines and Infrastructure as Code (IaC) tools like CloudFormation or Terraform.
Excellent problem-solving and communication skills

Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

Preferred Qualifications:
AWS Certified Solutions Architect or AWS Certified Developer.
Design and Develop Chatbots using Amazon Lex including intents slots and conversation flows.
Knowledge of CRM integrations (Salesforce Zendesk Service Now etc.).
Experience with API integrations and connecting AWS Connect to external systems such as CRMs or databases.
Experience working in agile development environments.
Experience with omnichannel communication strategies.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone email or face to face. Travel may be required as per the job requirements.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.