Job Opening for AWS Connect / IVR Developer, Remote

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

Duties

• 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