We are seeking an Amazon Connect Engineer with strong expertise in AWS services and hands-on experience implementing Amazon Connect solutions. The ideal candidate will also have solid experience with IBM ODM and backend development using Node.js or Python. This role involves designing, developing, and optimizing contact center workflows, integrating decision services, and ensuring seamless end-to-end delivery.
Responsibilities
- Design, configure, and implement Amazon Connect contact center solutions.
- Build and maintain Contact Flows, routing logic, and Lambda-based backend logic.
- Optimize call flow performance, routing strategies, and customer experience.
- Monitor, troubleshoot, and improve contact center metrics and system reliability.
- Develop, implement, and maintain business rules and decision logic using IBM ODM.
- Collaborate with business teams to model, validate, and test decision tables and rule flows.
- Integrate ODM decision services with AWS workflows and backend systems.
- Manage the complete ODM lifecycle including rule authoring, execution, deployment, and governance.
- Ensure accuracy, consistency, and performance of rule execution in production environments.