LEAD ADMINISTRATOR L1(CONTRACT)

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.

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

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

Deliver
No Performance Parameter Measure 1 Operations of the tower SLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management 2 New projects Timely delivery
Avoid unauthorised changes
No formal escalations

Mandatory Skills: Cisco Unified Contact Center Express .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Bangalore, India

Job ID: Wipro-158783

Employment Type: OTHER

Posted: 2026-04-15T18:50:05