32 Amazon Connect Jobs

Amazon Connect" Requirement : - Must have experience in Amazon Connect, Contact Centre Transformation, Functional Role, Project/Client Facing, - Exp 4-15 Years Email id - Ritika@albireorecruiters.in

3-4 years hands-on experience on AWS services, ideally SaaS in the cloud Experience developing solutions with code/scripting language must have Python experience (e.g, python, Node.js) Experience in creating and configuring AWS resources like API Gateway, CloudWatch, Cloud-Formation, EC2, Lambda, Amazon Connect, SNS, Athena, Glue, VPC etc.Sourcing & Screening US profiles Location-Delhi NCR,Bangalore,Chennai,Pune,Kolkata,Ahmedabad,Mumbai,Hyderabad ,Remote

Who we are: Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty. At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences. As an Implementation Engineer in Acqueon you will. Own the responsibility for the implementation of Acqueon products into our customer's ecosystems. Communicate the functionality and implementation process at all levels from business users to technical engineers. Act as a consultant and product SME as you interface with end users to assess their current processes and gather their requirements. Implement, configure, and test the Acqueon software in the customers environment. Train and support user testing before moving into a production setting. Troubleshoot new and outgoing implementation issues while effectively communicating and updating clients. As an Implementation Engineer in Acqueon you will need. Understanding of omni channel communication technologies and their role in the contact center. Good listening and comprehension skills. Consultative approach with the end customer to implement the solution. A natural ability to dig in and resolve technical issues in structured manner. A commitment to excellence in taking care of our customers. Experience in SQL is mandatory. Familiarity with IP Networking and RestAPIs. Experience working with one or more Contact Center software suites such as Cisco UCCE, Amazon Connect, Nice InContact, Twilio, Avaya, or Genesys. Previous experience with outbound contact center products. Contact Center Outbound, AWS, Linux, Nginx, Redis. Contact center product experience (dialer, ACD, IVR, etc). EHR Implementation Experience is preferred. This is an excellent opportunity for those seeking to continue to build upon their existing skills. The right individual will be self-motivated and a creative problem solver. You should possess the ability to seek out the correct information efficiently through individual efforts and with the team. By joining the Acqueon team, you can enjoy the benefits of working for one of the industrys fastest growing and highly respected technology companies. If you, or someone you know, would be a great fit for us we would love to hear from you today! Use the form to apply today or submit your resume.

Job Title: Amazon Connect Specialist (AWS)– BPO Contact Center Experience : 5-8 years Mandatory skill - Amazon connect, AWS Lambda Amazon Web service, Amazon Connect, Service Cloud Voice Architect with 8 -15 years’ experience. Experience with Amazon Connect (Contact flows, queues, routing profile) Integration experience with Salesforce (Service Cloud Voice) Hands-on with AWS services AWS Lambda (for backend logic) Programming language Java or Python Amazon Lex (Voice/chat bots) Amazon Kinesis (for call analytics and streaming) Amazon S3 (Storage) Amazon DynamoDB CloudWatch IAM Lead the end-to-end implementation and configuration of Amazon Connect Proficiency in programming scripting Java Script, Nodejs Familiarity with CRM integrations especially Salesforce Service Cloud Voice. Experience to design develop and implement scalable and reliable cloud based contact center solutions using Amazon Connect and AWS ecosystem services. Design and deployments of contact center setup using CI/CD pipelines or Terraform. Design and deployment experience in REST APIs and integration frameworks. Experience of telephony concepts SIP DID ACD IVR CTI AWS Certified Solutions Architect or Amazon Connect certification Job Summary:We are seeking a skilled AWS Connect Specialist to design, implement, and optimize cloud-based contact center solutions using Amazon Connect for our BPO operations. The ideal candidate will have a strong background in cloud telephony, contact center workflows, and customer experience technologies. Key Responsibilities: Design and deploy Amazon Connect contact center solutions tailored to BPO requirements. Configure routing profiles, queues, contact flows, and integrations with CRM and ticketing systems. Collaborate with operations and IT teams to ensure seamless agent onboarding and performance monitoring. Implement real-time and historical reporting dashboards using AWS tools (e.g., CloudWatch, Lambda, S3). Optimize call flows and IVR systems to improve customer satisfaction and reduce handling time. Ensure compliance with data security and privacy standards across all voice and chat channels. Required Skills: 3+ years of experience with Amazon Connect or similar CCaaS platforms. Strong understanding of AWS services like Lambda, S3, DynamoDB, and CloudFormation. Experience in BPO or customer service environments. Familiarity with contact center KPIs and workforce management tools. Excellent problem-solving and communication skills. Preferred Qualifications: AWS Certified Solutions Architect or equivalent certification. Experience integrating Amazon Connect with CRMs like Salesforce or ServiceNow. Knowledge of AI/ML features in Connect (e.g., Contact Lens, Lex bots).

Will mainly work on developing dashboards and reports for the Workforce Management Will work closely with internal and external stakeholders (Operations, Support groups,Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. Ability to work with large amounts of information and see the bigger picture Excellent analytical and problem solving skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets Location : - Navi Mumbai,Gurugram,Indore,Mohali

Will mainly work on developing dashboards and reports for the Workforce Management Will work closely with internal and external stakeholders (Operations, Support groups,Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. Ability to work with large amounts of information and see the bigger picture Excellent analytical and problem solving skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets Location : - Navi Mumbai,Gurugram,Indore,Mohali

Overall 5+ years of experience in WFM 2 years of experience of leading Reporting team Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) Excellent quantitative, Problem solving & analytical skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets Location : - Navi Mumbai,Gurugram,Indore,Mohali

Overall 5+ years of experience in WFM 2 years of experience of leading Reporting team Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) Excellent quantitative, Problem solving & analytical skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets Location : - Navi Mumbai,Gurugram,Indore,Mohali

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Job Summary We are seeking an experienced Amazon Connect Architect with 12 to 15 years of experience to design, develop and implement scalable and reliable cloud-based contact center solutions using Amazon Connect and AWS ecosystem services You will play a key role in translating business needs into technical solutions and lead implementation across clients or business units Key Responsibilities Architect and design contact center solutions using Amazon Connect and AWS services like Lambda Lex DynamoDB S3 and CloudWatch Lead the endtoend implementation and configuration of Amazon Connect Integrate Amazon Connect with CRMs, Salesforce, ServiceNow etc, ticketing systems, and third-party tools Define call flows IVR designs, routing profiles and queue configurations Implement Contact Lens realtime metrics and historical reporting Collaborate with cross-functional teams, developers, business analysts project managers Create technical documentation diagrams and handoff materials Stay updated on AWS best practices and new Amazon Connect features Provide technical leadership and mentorship to development support teams Required Skills Proven experience designing and deploying Amazon Connect solutions Strong hands-on knowledge of AWS Lambda, IAM, S3, DynamoDB, Kinesis, and CloudFormation Experience with Amazon Lex and AIML for voice bots Proficiency in programming scripting JavaScript, Node.js Familiarity with CRM integrations especially Salesforce Service Cloud Voice Understanding of telephony concepts SIP DID ACD IVR CTI Experience with CICD pipelines and version control Git Strong documentation and communication skills Preferred Skills AWS Certified Solutions Architect or Amazon Connect accreditation

LOCATION: PAN INDIA Experience: 8+ years Support Model: 24x7 rotational Role Overview: Handle service delivery and ensure performance across all Amazon Connect support areas. Oversee overall support operations, enhancements, and system updates. Act as primary escalation point for incidents. Manage SLAs and ensure service standards are met. Identify process gaps and implement improvements. Lead and mentor Junior engineers. Maintain relationships with internal and external stakeholders. Skills Required: Deep hands-on experience with Amazon Connect Strong knowledge of AWS Lambda, DynamoDB, S3 In-depth understanding of contact flows, queues, routing profile, quick connect, telephony config, and call routing Strong troubleshooting skills in WebRTC and voice issues Experience with CloudWatch, Connect Metrics, CI/CD pipelines Experience integrating with Salesforce. (Service Cloud Voice) Good documentation and process improvement capability Strong leadership and communication skills

LOCATION: PAN INDIA Experience: 3-5 years Support Model: 24x7 rotational Role Overview: Provide support on Amazon Connect-related incidents and user issues. Handle basic troubleshooting of voice, call routing, and UI-based configurations. Support change announcements and basic deployment activities. Coordinate with L2/L3 engineers for escalation. Maintain documentation and update knowledge base. Skills Required: Hands-on experience with Amazon Connect (basic flows, routing, and settings) Exposure to AWS Lambda, S3, DynamoDB Basic understanding of WebRTC and voice troubleshooting Familiar with CloudWatch, Connect Metrics Willingness to learn Salesforce integration. (Service Cloud Voice) Strong willingness to work in support model and take ownership Experience: 5-8 years Support Model: 24x7 rotational Role Overview: Provide L2 level support for Amazon Connect and associated AWS services. Address incidents and troubleshoot system or telephony-related issues. Support service delivery and ensure announced changes are implemented. Maintain SLAs and escalate where required. Contribute to documentation and improvement plans. Support deployment through CI/CD pipeline. Skills Required: Strong hands-on experience with Amazon Connect Working knowledge of Lambda, DynamoDB, S3 Good understanding of call flows, routing, and WebRTC troubleshooting Familiarity with CloudWatch, Connect Metrics, CI/CD Exposure to Salesforce integration helpful. (Service Cloud Voice) Ability to work independently with issue resolution Good communication and support handling

** Urgent Hiring for the Role of Quality Assurance Specialist - Contact Center Call Flow Automation for our Team** Role: Quality Assurance Specialist - Contact Center Call Flow Automation Duration: Contract Location: Remote Work timing: US EST Hours Job Summary: Seeking a technically skilled Quality Assurance Specialist to join our team and lead the implementation of automated testing solutions for contact center call flows. This role combines quality assurance expertise with technical automation skills to ensure our customer interactions meet the highest standards of quality and reliability. The ideal candidate will design, develop, and maintain automated testing frameworks that validate call routing, IVR systems, agent workflows, and overall customer experience across multiple communication channels. Key Responsibilities Automation Development & Implementation Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and Omni channel interactions Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems Build and maintain test automation infrastructure using industry-standard tools and frameworks Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing Quality Assurance & Testing Establish testing protocols and quality standards for all contact center technologies and processes Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations Conduct regression testing to ensure system updates don't negatively impact existing functionality Monitor and analyze call quality metrics, system performance, and customer experience indicators Technical Analysis & Reporting Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities Collaborate with development teams to identify, document, and track defects through resolution Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts Develop dashboards and metrics to track quality trends and system reliability Provide technical recommendations for system improvements and optimization Cross-functional Collaboration Work closely with contact center operations, IT, and vendor teams to ensure seamless integration of testing processes Partner with business stakeholders to understand requirements and translate them into testable scenarios Provide training and support to operations teams on quality processes and testing tools Participate in implementations, and change management initiatives Required Qualifications Technical Skills Bachelor's degree in Computer Science, Information Technology, Engineering, or related technical field 3+ years of experience in quality assurance and test automation Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar) Experience with contact center technologies (ACD, IVR, CTI, workforce management systems) Strong programming skills in languages such as Python, Java, C#, or JavaScript Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI) Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI) Contact Center Knowledge Experience with cloud-based contact center platforms (Amazon Connect, Genesys Cloud, Five9, etc.) Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA) Familiarity with omnichannel customer experience platforms Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers Analytical & Communication Skills Strong analytical and problem-solving abilities with attention to detail Excellent written and verbal communication skills Ability to work independently and manage multiple projects simultaneously Experience with agile development methodologies and project management tools Preferred Qualifications Professional certifications in quality assurance (ISTQB, CSTE) or contact center technologies Experience with performance testing tools (LoadRunner, JMeter, BlazeMeter) Knowledge of machine learning applications in quality assurance Familiarity with speech analytics and voice biometrics technologies Experience with cloud platforms (AWS, Azure, Google Cloud) Background in telecommunications or customer service operations. Note: Interested candidates can drop their resumes at aagnihotri@fcsltd.com

Job Summary: We are looking for a skilled AI/ML Developer to join our team, responsible for integrating Amazon Connect with Amazon Lex and Salesforce . The ideal candidate will leverage Amazon Lex to understand and respond to customer queries (such as booking a rental showing), call Salesforce for data processing, and integrate the response back into the customer conversation seamlessly within Amazon Connect. This is a key role for automating and enhancing customer interactions using AI-driven technologies and cloud services. Key Responsibilities: Integration Development & Solution Design: Design and develop intelligent customer service workflows using Amazon Connect and Amazon Lex to handle customer requests, such as booking rental showings, by processing customer inputs (e.g., voice commands) and querying Salesforce for information. Build and maintain Amazon Connect Contact Flows that integrate seamlessly with Amazon Lex to automate customer interactions, such as understanding requests and responding in a human-like manner. Integrate Salesforce with Amazon Lex via AWS Lambda to retrieve relevant data, such as availability for rental showings or property details, and pass that information back to Amazon Lex for dynamic responses. Bot Development and AI Model Management: Leverage Amazon Lex to design and implement conversational AI models that can handle complex interactions, including NLP (Natural Language Processing) to understand customer intent. Ensure the Lex bot can query Salesforce for available data, using Lambda functions for API calls to Salesforce . Implement and optimize AI models to respond to customers in a human-like manner , ensuring natural conversation flow from the bot. AWS Lambda & Salesforce Integration: Develop AWS Lambda functions to facilitate communication between Amazon Lex and Salesforce , ensuring seamless data flow. For example, when a customer asks for details, Lex will query Salesforce for available data and then provide a confirmation to the user. Ensure that Lambda functions are designed to handle real-time API requests to Salesforce, extract relevant data , and return that data to Amazon Lex for appropriate responses. Qualifications: Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, or a related field. Minimum of 5+ years of experience in AI/ML development with a strong focus on AWS technologies, especially Amazon Connect, Lambda, and Bedrock. Hands-on experience with AWS services like Amazon Lex, Amazon Polly, Amazon Transcribe, Amazon Rekognition, and Amazon SageMaker. Proven experience working with Amazon Bedrock for deploying machine learning models at scale. Strong knowledge of serverless architecture and AWS Lambda to process real-time events and data streams. Experience with NLP (Natural Language Processing) and speech-to-text technologies. Familiarity with AI/ML frameworks such as TensorFlow, PyTorch, or Scikit-learn. Knowledge of data pipelines, ETL processes, and data integration techniques for AI/ML applications. Strong experience with REST APIs, AWS SDKs, and integrating third-party services into the AWS ecosystem. Understanding of Amazon Connect architecture and contact flow customization. Proficiency in Python, JavaScript, or Node.js for implementing AI/ML models and Lambda functions. Preferred Skills: AWS Certified Cloud Practitioner (Mandatory) AWS Certified Developer Associate (Mandatory) AWS Certified Machine Learning - Specialty or similar AWS certifications (Good to have) AWS Certified Solutions Architect Associate (Good to have) Experience with AWS Glue, AWS Sagemaker, and Amazon Kendra for advanced AI/ML integrations. Experience with Chatbot development and Voice AI systems using Amazon Lex and Amazon polly. Strong problem-solving skills, with the ability to troubleshoot and optimize complex systems. Excellent communication and team collaboration skills, with the ability to present complex technical information clearly.

Key Responsibilities: The Service Desk Solution Manager works with a team of Solution Managers and Solution Architects in the Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services. The Service Desk Solution Architect will contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services. This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role: Participate in all elements of the Portfolio Lifecycle Management process, Evaluate business requirements to come up with the technical solution to solve business problems, Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools, Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms, Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements, Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc., Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases, Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility, Define and oversee solution testing strategies, including functional, performance, and failover testing, Coordinate and oversee pilot deployments to validate solutions meet their goals. Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production, Work with technical teams to put together technical reference architectures and demos, Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools, Identify potential security risks in the solutions proposed and develop road-map to mitigate them, Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem, Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity, Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients, Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency, Assist with managing solution and roadmap plan schedules to meet launch commitments, Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work, May present Service Desk technical capabilities and architecture to key clients. You will be successful in this role if you have: Skills and Qualifications: University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture. 5+ years of contact center and remote support technologies design, operations, development, implementation, and support. Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar. Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar. Experience and in-depth understanding of service desk operations. Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred. Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management. Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management. Familiar with proactive incident detection and resolution. Familiar with the development and usage of SLAs, KPIs, and XLAs. Ability to think outside the box Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones. Highly motivated, working effectively remotely without constant oversight. Initiative-taking, consultative and an excellent problem solver. Able to explain complex topics simply. Open-minded, hands-on mentality, curious, hands-on, and pragmatic character. Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future. Understanding of deal financials with a basic understanding of accounting principles. Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority. Comfortable working in innovative technology and in a fast-paced environment. Willing to be client facing with strong communication skills.

DETAILED JOB DESCRIPTION Organization: Alaric Ventures Location: Bestech Towers -Mohali( Punjab) Position: AWS Cloud Engineer Experience: Minimum 5 years of experience Why to Join ALARIC VENTURES Known as career builders and paymasters. Best and unbeatable benefits for the employees. Effective career and financial progression system. Most organic and friendly work environment. Plethora of success and growth stories. Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture : Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon QuickSight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community; passionate about mentoring, particularly supporting women in technology.

Job Title: Amazon Connect Development Expert Location: Hyderabad (On-site/Hybrid as applicable) Notice : Immediate to 15 days Job Summary: We are looking for an experienced Amazon Connect Development Expert to design and implement cloud-native contact center solutions using AWS services. This role demands strong expertise in Amazon Connect, Lex, Lambda, and generative AI services like Amazon Q or Bedrock. If youre passionate about building intelligent, scalable, and secure contact center solutions, this is the perfect opportunity to leverage your skills. Key Responsibilities: Architect, develop, and deploy cloud-based contact center solutions using Amazon Connect . Integrate Amazon Lex to create intelligent IVR and conversational flows. Build and manage backend logic using AWS Lambda (Node.js, Python, etc.) for real-time processing. Enhance customer interactions by integrating Amazon Q / Bedrock for generative AI capabilities. Collaborate with cross-functional teams to gather requirements and deliver end-to-end solutions. Ensure scalability, security, and availability using AWS best practices. Monitor, troubleshoot, and optimize solutions with Amazon CloudWatch and other tools. Mandatory Skills: Amazon Connect: Deep expertise in contact flow design, routing profiles, and integrations. Amazon Lex: Hands-on experience building voice and chat bots. AWS Lambda: Proficiency in writing serverless functions ( Node.js, Python ). Amazon Q / Bedrock: Experience in integrating generative AI into customer support workflows. Strong programming skills in Node.js or Python . Good to Have Skills: Amazon DynamoDB: NoSQL data modeling and querying. Amazon S3: Data storage and management for call recordings/logs. Amazon CloudWatch: Monitoring, logging, and alert setup. AWS Secrets Manager: Secure access management. Amazon Kinesis: Real-time streaming and analytics. Amazon EventBridge: Event-driven architecture and integrations. Amazon API Gateway: API development and security. Qualifications: Bachelor’s degree in Computer Science , Engineering, or a related field (or equivalent experience). Minimum of 3 years hands-on experience with Amazon Connect and related AWS services. AWS Certifications (e.g., AWS Certified Developer, Solutions Architect) are a plus. Preferred Traits: Strong analytical and problem-solving abilities. Excellent communication and documentation skills. Comfortable working in Agile/Scrum environments

Requirement : - 3-4 years hands-on experience on AWS, ideally SaaS in the cloud - 1-2 years of experience in working with AWS Connect, Lex Bots. - Experience developing solutions with code/scripting language must have Python experience (e.g, python, Node.js) - Experience in building, troubleshooting contact centre solutions and getting hands on. - Experience in creating and configuring AWS resources like VPC, API Gateway, CloudWatch, Athena, Glue, Cloud-Formation, EC2, Lambda, Connect, SNS, etc. - Designing highly available applications with responsibility for infrastructure robustness, including networking, communications, EC2 and storage - Application, server, and/or network security - Working knowledge of popular communications protocols and APIs such as WebRTC and SIP - Experience in working with creating Contact workflows, Routing Profile, Voice & Chat management and Callback Queue management - Good in trouble shooting, debugging and problem solving of AWS environment. - Being experience on Git source controller, and Git workflows. - Good to have knowledge on CRM integration. Skill Sets : - Being able to configure and work with Source control (like Git, bitbucket and so forth) - Have basic knowledge on Scrum and Agile and know the values of continues deployment and delivery. - Being strong in team work and willing to help teammates. - Willing to deep dive on issues in hand and come up with solutions. - Looking for continues improvement and willing to learn and try new technologies. - Being accountable and responsible and hold his/her peers accountable. - Able to read and reverse engineer existing/legacy code in timely manner. - Being able to break down complex task to smaller one.

Amazon Connect Tech Lead with 6 -8 years experience. Experience with Amazon Connect (Contact flows, queues, routing profile, agent hierarchies) Integration experience with Salesforce (Service Cloud Voice) Hands-on with AWS services AWS Lambda (for backend logic) Programming language Java or Python Amazon Lex (Voice/chat bots) CloudWatch IAM Proficiency in programming scripting Java Script, Nodejs Familiarity with CICD pipelines DevOps and infrastructure as code Terraform CloudFormation Solid experience in REST APIs and integration frameworks. Experience working in Agile Scrum environments Experience in Automating deployments of contact center setup using CI/CD pipelines or Terraform

- Overall 5+ years of experience in WFM - 2 years of experience of leading Reporting team - Ability to demonstrate and articulate understanding of key workforce management concepts - Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) - Excellent quantitative, Problem solving & analytical skills - Strong attention to detail - Critical thinking - Experience in Power BI , Amazon Connect, Kibana, Teleopti - (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI - Experience using Google Sheets.

- Will mainly work on developing dashboards and reports for the Workforce Management - Will work closely with internal and external stakeholders (Operations, Support groups, Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. - Ability to work with large amounts of information and see the bigger picture - Excellent analytical and problem solving skills - Strong attention to detail - Critical thinking - Experience in Power BI , Amazon Connect, Kibana, Teleopti - (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI - Experience using Google Sheets.