Sr. Developer presso Cognizant

Job Summary

Senior Developer - We are seeking a highly skilled Sr. Developer with 10 to 13 years of experience in Information domain. The ideal candidate will have expertise in Amazon Web Services Amazon Connect Amazon Lex and AWS Lambda Salesforce service cloud voice Telephony API development Programming knowledge this hybrid role offers the opportunity to work on cutting-edge projects during day shifts with no travel required.

Responsibilities

Key Responsibilities

Design develop and maintain complex IVR flows and contact flows within Amazon Connect to enhance selfservice and agentassisted customer experiences

Provide expertise in telephony concepts contact center metrics and best practices to improve operational efficiency

Expertise working on migration of the AWS services and the Telephony services with Amazon Connect

Configure the Amazon Connect instance for the migration of existing configuration to the new region

Build Step functions for the creating application workflow in AWS allowing to coordinate with AWS services

Configure and manage contact center routing strategies queue management and real time reporting tools within AWS Connect

Integrate AWS Connect with Salesforce service cloud voice using AWS Lambda Amazon Lex and other AWS services

Help to build the Salesforce service cloud voice infrastructure for hosting end to end amazon connect functionalities

Development of the dynamic intelligent routing and the wallboard functionality modules to build the effective routing and reporting solution

Implement and optimize AI driven features such as Amazon Lex bots and natural language understanding NLU within IVR systems

Utilize Amazon Connect Contact Lens to perform automated analysis of customer interactions including sentiment analysis trend identification and compliance monitoring

Collaborate with cross functional teams including product managers engineers and operations to gather requirements and deliver high quality solutions

Troubleshoot and resolve issues related to IVR applications contact flows and Contact Lens analytics ensuring minimal downtime and optimal performance

Drive the testers by explaining the functionality that was built and provide inputs on testing end to end modules developed

Required Skills and Qualifications

5 years of experience in cloud computing with a minimum of 3 years focused on Amazon Connect and contact center solutions

Hands on experience with IVR development including designing and implementing contact flows using drag and drop workflows in Amazon Connect

Proficiency with Amazon Connect Contact Lens for analyzing customer interactions including sentiment analysis keyword spotting and compliance rules

Strong knowledge of AWS services such as AWS Lambda Amazon Lex Amazon Polly Amazon S3 and Amazon CloudWatch

Experience integrating RESTful APIs and web services with contact center platforms

Solid understanding of telephony concepts including SIP VoIP and realtime communication technologies

Proficiency in programming languages such as Python Java Script Nodejs for custom development and automation

Familiarity with agile development methodologies and version control systems eg Git

Excellent problem solving skills with the ability to debug and resolve complex distributed systems issues

Strong communication skills to collaborate with stakeholders and document technical solutions

AWS Certification eg AWS Certified Solutions Architect AWS Certified Developer or AWS Certified DevOps Engineer

Experience with CRM platforms like Salesforce integration with Amazon Connect

Knowledge of machine learning ML concepts and their application in contact center analytics

Previous experience in migrating legacy contact center systems to cloud based solutions

Familiarity with workforce management tools and contact center reporting metrics

Certifications Required

AWS Certified Solutions Architect AWS Certified Developer

AWS Certified DevOps Engineer

Salesforce integration with Amazon Connect