Amazon Connect SME

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth. If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!About Quantiphi:Quantiphi is an award-winning, AI-First digital engineering and consulting company focused on delivering high-impact Services and Solutions that help organizations solve what truly matters. We partner with enterprises to reimagine their businesses through intelligent, scalable, and transformative AI—driving measurable outcomes at the very core of their operations.Since our founding in 2013, Quantiphi has tackled some of the world’s most complex business challenges by combining deep industry expertise, disciplined cloud and data engineering practices, and cutting-edge applied AI research. Our work is rooted in delivering accelerated, quantifiable business value—not just technology for technology’s sake.Headquartered in Boston, Quantiphi is a global organization with 4,000+ professionals serving clients across key industry verticals, including BFSI, Healthcare & Life Sciences, CPG, MFG, TME etc. As an Elite and Premier partner to leading cloud and AI platforms such as NVIDIA, Google Cloud, AWS, and Snowflake, we build and deliver enterprise-grade AI services and solutions that create real-world impact.We have been recognized with:3x AWS AI/ML award wins.3x NVIDIA Partner of the Year title.Recognized Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst and independent research firms.We offer first-in-class industry solutions across Healthcare, Financial Services, Consumer Goods, Manufacturing, and more, powered by cutting-edge Generative AI and Agentic AI accelerators.We have been certified as a Great Place to Work for the third year in a row- 2021, 2022, 2023.Be part of a trailblazing team that’s shaping the future of AI, ML, and cloud innovation. Your next big opportunity starts here!For more details, visit: Website or LinkedIn Page.Role:Amazon Connect SpecialistExperience Level:7+ yearsEmployment type:Full TimeLocation:Remote (USA/Canada)Description:We are seeking an experienced Amazon Connect Specialist to join our team. This role will involve designing, deploying, and managing Amazon Connect-based contact center solutions, ensuring optimal performance and a seamless customer experience. The ideal candidate will have end-to-end expertise in the configuration, integration, and administration of Amazon Connect and the ability to collaborate with business stakeholders to deliver innovative contact center solutions.Must have skills:Amazon Connect Expertise:Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilitiesProficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and casesDesign, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue managementIntegrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systemsExperience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS servicesProficient in AWS Lambda, API Gateway, and other serverless servicesAbility to implement test scripts to confirm quality, reliability, and efficiency of technologiesExperience designing disaster recovery mechanisms and handling designing a scalable architectureFamiliarity with scripting languages such as Node.js or Python for creating AWS Lambda functionsCustomer Experience Optimization:Strong understanding of IVR design, call routing, and skills-based routing within Amazon ConnectImplement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and PollyOptimize Amazon Connect workflows for enhanced customer interactionsAdministration & Support:Monitor and troubleshoot the performance of the Amazon Connect environmentConduct regular performance reviews and ensure compliance with industry standards and security requirementsAutomation & Integrations:Experience in CTI integration with CRMLeverage AWS Lambda, Amazon Lex, and other AWS tools for process automationCollaborate with development teams to create custom integrations using AWS SDKs or APIsTraining & Documentation:Create and maintain documentation for Amazon Connect solutions and workflowsProvide training and support to users and administrators on the operation and troubleshooting of the systemCommunication Skills:Strong written and verbal communication skills to interact with internal teams and customers effec