Preferred Skills • Exposure to Amazon Bedrock and Large Language Models (LLMs) for conversational AI • Knowledge of AI/ML-driven automation in customer support systems • Familiarity with Conversational AI architecture and frameworks • AWS Certifications (e.g., AWS Certified Solutions Architect, Machine Learning Specialty) • Experience with Workforce Management (WFM) tools for contact centers (e.g., forecasting, scheduling, adherence) • Experience with skill-based routing strategies in Amazon Connect • Ability to configure contact attributes and design intelligent routing logic for personalized experiences • Understanding of how to optimize agent utilization and service levels using WFM analytics • Experience with reporting and business intelligence tools, especially Amazon QuickSight. Key Responsibilities • Design, implement, and optimize cloud-based contact center solutions using Amazon Connect • Develop voice and chatbots using Amazon Lex, Lambda, and other AWS services • Integrate Amazon Polly for text-to-speech and Amazon Comprehend for sentiment analysis • Leverage APIs for CRM, ticketing, and internal system integrations • Collaborate with cross-functional teams to enhance automation, routing logic, and personalization • Implement analytics and monitoring solutions for call flows and agent performance • Ensure reliability, scalability, and security of the contact center infrastructure.