Infosys
Website:
infosys.com
Company:
https://www.linkedin.com/company/infosys
Seniority: Not Applicable
Industries: IT Services and IT Consulting
Job details:
Core Experience
- 2–5 years of experience in Amazon Connect development and AWS ecosystem
- Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills
- AWS Services: o Amazon Connect o AWS Lambda o DynamoDB o S3 o API Gateway o IAM
- Conversational AI: Amazon Lex
- Integration: REST APIs, CTI integrations with CRM tools
- Scripting/Programming: Basic knowledge of Python (preferred) Nice-to-Have Skills
- Experience with CloudFormation or Terraform
- Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements
- Exposure to CloudFront, Cognito is an added advantage Key Responsibilities Amazon Connect & IVR Development
- Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect
- Configure and manage queues, routing profiles, hours of operation, and security profiles
- Develop and optimize call flow logic to enhance customer experience and reduce call handling time
- Implement advanced features such as callback functionality, dynamic routing, and escalation paths Amazon Lex & Conversational AI
- Design and configure Amazon Lex Bots for voice and chatbot interactions
- Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases AWS Integration & Backend Development
- Develop serverless integrations using: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval)
- Implement API-based integrations using API Gateway for external system connectivity
- Enable dynamic routing and personalization using customer data and backend systems
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