Job Description :

Role: AWS Connect / IVR Developer

Duration: Multi-year, ongoing

Location: Remote



Required Skills:

  • Amazon Connect development experience required
  • 3+ years of experience in IVR Call Flow, telephony and Speech Recognition experience
  • Ability to design call-flows from requirement documentation and workshops
  • Expert knowledge of 1 or more IVR development environment
  • Amazon Connect, Lex, Lambdas, DevOps, RDS, Kinesis Data, S3, Cloudformation, CI/CD, Node.js – the more the better
  • Java, JavaScript or other OOB language
  • Working knowledge of IVR Environments and Operating Systems
  • Working knowledge of telephony technologies including call routing, SMS, VOIP
  • Understanding of APIs and web services
  • Familiarity with and enthusiasm for DevOps, CI/CD, and SRE best practices, as well as iterative Agile-flavored workflows
  • Responsible for consistent release management and good change management practices.
  • Participate in Agile planning meetings and daily SCRUM meetings to provide software solutions for our platform services for
  • Review and perform troubleshooting analysis of the core application logs.  
  • Team Player
  • AWS Certifications – big plus


  • Participate in the design, development and delivery of solutions on IVR solution
  • Develop efficient and high-performance call flows
  • Create unit tests to maximize code coverage and cover end to end business scenarios
  • Support existing architecture and code
  • Documents call flows and design as needed Work with other teams to understand scope and design efficient solution
  • Collaborates within the Agile framework, fosters a team approach to software development and delivery
  • Ensure all code developed follows DevOps practices
  • The developer needs to be an experienced IVR developer with AWS Connect experience.
  • The candidate should have experience building contact flows (both call and chat) in AWS Connect.
  • The developer's primary responsibilities are to analyze, design, implement and test customized software applications.
  • The developer will have a strong knowledge of software development and design and will have experience working to develop business-critical applications for contact centers.


Day to Day Responsibilities of this Position and Description of Project:
The company is preparing for our NextGen solution. This solution will be our Call Centers

  • Setup and Configuration
  • Setup Amazon Connect instance and routing strategies/profiles
  • Configure security profiles, quick connects, agent status indicators, hierarchies, etc.
  • Create contact flows to manage inbound telephony
  • Support existing telephony processes
  • IVR and Lex Enablement
  • Build out requisite call flow(s), applicable menus, and options
  • Support for Polly text-to-speech service
  • Provision sample Amazon Lex speech application
  • Setup Connect dashboard including call center and IVR automation performance Custom Integrations
  • Backend data integration
  • Lambda functions / API Calls
  • CRM/CTI Integration
  • Basic/advanced integration with approved Amazon Connect CRM connectors
  • Click-to-dial and screen-pop
  • Customized agent desktop/CTI Networking/Security
  • Assistance with authentication services and configuration
  • Active Directory, SAML, or Amazon embedded authentication
  • Workforce Management Integration
  • Support integration with customer’s Connect-approved WFM
  • Solution and Validation testing
  • Real-time and Historical Reporting
  • Setup and configuration of standard Amazon Connect reporting
  • Configure real-time and historical Connect reports

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