Responsibilities
- Collect, evaluate, and record business needs related to incoming and outgoing voice interactions.
- Design, set up, and sustain Amazon Connect contact center platforms.
- Customize and manage contact flows in Amazon Connect, including inbound, outbound, queue, transfer, callback, and whisper scenarios.
- Configure and maintain Amazon Connect Agent Workspace and Contact Control Panel features.
- Create AWS Lambda functions to support integration, dynamic routing, customer data retrieval, service calls, and custom logic.
- Develop and expose RESTful APIs using Amazon API Gateway for connecting Amazon Connect with backend systems.
- Utilize Amazon DynamoDB for storing customer data, session information, contact metadata, routing rules, and application state.
- Leverage Amazon S3 to store call recordings, reports, audio prompts, exported files, and integration assets.
- Set up Amazon CloudWatch logs, metrics, alerts, and dashboards to monitor and diagnose system performance.
- Implement Amazon Kinesis for streaming contact events, trace records, analytics, and reporting data in real time.
- Develop Java-based REST services using Spring Boot framework.
- Deploy Java backend applications and React-based frontends to OpenShift via orchestrator-driven processes.
- Apply AI-powered coding tools such as Cursor or equivalent for code generation, refactoring, debugging, testing, and documentation.
- Conduct voice and text call testing using automation tools like Cyara.
