Hybrid ESaaS - SFDC - Lightning UI & JavaScript Development at Zensar Technologies Ltd
Zensar Technologies Ltd · India · Hybrid

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Sponsored by BlinkistKey Responsibilities:
- Design, develop, and deploy AWS Connect solutions for CIVR (Interactive Voice Response), Chatbots (Lex), omnichannel routing, and reporting.
- Architect scalable contact center solutions leveraging AWS Connect, Lambda, DynamoDB, S3, Kinesis, and CloudWatch.
- Implement AI/ML-driven chatbots using Amazon Lex with seamless integration into Connect flows.
- Develop real-time and historical reporting using Amazon Connect Analytics, QuickSight, or third-party tools.
- Optimize CCP (Contact Control Panel), CRM integrations (Salesforce, Zendesk), and agent productivity tools.
- Ensure high availability, security, and compliance (HIPAA, GDPR, PCI) for AWS Connect deployments.
- Automate processes using AWS Step Functions, EventBridge, and SNS/SQS.
Required Skills:
✔AWS Connect (Call flows, Queues, Routing Profiles, Security Profiles)
✔ Amazon Lex (Chatbot design, NLP, Lambda integration)
✔ AWS Lambda (Python/Node.js) for IVR logic & backend integrations
✔ Contact Center Reporting (Connect Metrics, QuickSight, BI tools)
✔ APIs & Integrations (REST, Webhooks, Salesforce, ServiceNow)
✔ Infrastructure as Code (Terraform, CloudFormation)
Nice to Have:
- AWS Certification (Solutions Architect, Developer, or Connect Specialty)
- Experience with GenAI for contact centers (Amazon Q, Bedrock)
- Knowledge of WFO tools (WFM, Recording, Quality Management)