Job Description

Rate :- 150K/M

Skill :: Amazon Connect Contact Center

Level :: B3

Location :: Bangalore

Job Title Integration Developer

Proposed Grade Band B2/B3

Primary Skill (Technical Skill) Amazon Connect Contact Center; Node.JS for Lambda

Secondary Skill (optional) CRM Integration; Amazon Q; Amazon Lex

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 5+yrs ( 3+ years with AWS connect)

Location of Posting Bengaluru

Role & Responsibilities

· Design, develop and customize IVR flow, contact flows, and workflows using Amazon Connect.

 · Develop and maintain Lambda functions using Node.js for call handling logic and integrations.

· Integrate Amazon Connect with CRM Systems (Salesforce), AWS services like DynamoDB, S3, Lex, Cloud watch.

· Configure call routing, queues, prompts, call recording and reporting.

 · Implement Amazon Lex Chatbots/ voice bots for conversational IVR cases

· Handle real-time and historical reporting, dashboards and metrics

· Perform troubleshooting, performance tuning and issue resolution in production.

· Collaborate with business stakeholders to gather requirements and create technical solutions.

· Ability to directly represent the IT department in discussions with executive stakeholders.

· Perform proactive monitoring of the Amazon Connect and all associated services.

· Financial Tracking: Ability to develop and manage reporting and financial tracking of strategic partnership activities; review monthly SaaS provider billing and track purchase terms/expiration dates.

· Process Improvement: Ability to find opportunities for process improvements.

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Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) · Deep Experience with AWS Connect and its related support titles and offerings (e.g., Contact Lens, Event Bridge). · Develop and maintain Lambda functions using Node.js for call handling logic and integrations. · Design, develop and customize IVR flow, contact flows, and workflows using Amazon Connect. · Integrate Amazon Connect with CRM Systems (Salesforce), AWS services like DynamoDB, S3, Lex, Cloud watch. · Data Security: Strong understanding of the relevance and importance of sensitive data types (e.g., PII, PCI) and the handling/audit requirements for them. · Troubleshooting: Proven fault identification and analysis skills, critical thinking, and the ability to troubleshoot complex technologies. · "AWS Certification: Holds an AWS Certified Developer Associate certification or higher. · Troubleshoot issues associated with DynamoDB, S3, Recording and reporting services · Experience with on-premises and/or cloud-based Systems Administration; experience working with AI/GPT solutions within a contact center environment. · SDLC/Agile: Experience working in an Agile SDLC (Software Development Life Cycle) and experience creating both functional and technical user stories · Experience with Amazon Q · Experience with CTI/CRM integrations · Exposure to AWS security best practices · Experience with Amazon Lex · Exposure to Amazon Security best practices

ITIL Process &

stakeholder

management · ITIL: Sound understanding of the ITIL concepts of service strategy, design, transition, operations, and Continual Service Improvement (CSI). · Stakeholder Communication: Ability to directly represent the IT department in discussions with executive stakeholders. · Working experience on JIRA ticketing tool · Vendor Management

Professional &

Interpersonal Skills

· Problem-Solving & Pressure: Strong problem-solving skills and the ability to work effectively under pressure. · Good communication (both written and oral) and relationship-building skills. · Experience communicating with application users to understand and collect their requirements and requests. · Self-starter, self-motivated, capable of staying on track and pursuing solutions without supervision. · Excellent organizational skills and attention to detail. · Adaptability: Flexible approach to change and the ability to work effectively in a variety of situations." · Experience of handling global customers

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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