Amazon Connect Contact Center Lead
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 United states of America
Bachelor's 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, Node.js, react.js) 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.
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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.
Estimated annual compensation range for this role will be as follows:
In CA / WA / NY / CO, IL, MN, NJ: $ 73000 to $ 102,200
In Washington, DC: $66100 to $ 100200
Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits :-
Medical/Dental/Vision/Life Insurance
Long-term/Short-term Disability
Health and Dependent Care Reimbursement Accounts
Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
401(k) plan and contributions dependent on salary level
Paid holidays plus Paid Time Off
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)