Amazon Connect

Location: Bengaluru

Experience:

4+ Years

Notice Period:
Immediate to 15 Days

Location:

Currently Remote

Key Responsibilities

- Design, configure, and implement Amazon Q in Connect (QiC) AI Agents aligned to

contact center business workflows.

- Develop and iterate QiC prompts, tool requests, and grounding patterns to support agent assist and self-service.
- Build and enhance Amazon Connect contact flows, routing, queues, and agent experience configurations.
- Configure knowledge integration for QiC agent assist/self-serve, including:
- Out-of-the-box Service Now knowledge integration where applicable.
- Collaboration with the integrations engineer to define requirements for custom tag/category filtering and relevance tuning.
- Design and implement Amazon Lex V2 bots, including conversational intent modeling, dialog management, and Connect integration.
- Partner with the Jira-focused integrations engineer to ensure QiC tool designs align with back-end APIs and ticketing workflows.
- Participate in solution design, backlog refinement, test planning, and release readiness.
- Produce concise technical documentation and operational runbooks for customer handoff.

Required Qualifications

- 4+ years of hands-on experience with Amazon Connect in production environments.
- Demonstrated experience with Amazon Q in Connect or comparable agent-assist/selfserve
- GenAI solutions.
- Strong expertise in:
Contact flows, routing profiles, queues, and metrics-driven optimization.
- Knowledge-driven self-serve and agent assist patterns.

- Experience with Amazon Lex V2 design and deployment.
- Ability to translate business processes into durable Connect/QiC implementations.