Senior Technical Lead - Java, Node.js, Microservices, AWS

Job Summary

Call Routing & Customer Journey Optimization

• Configure and optimize:
  • Call routing strategies
  • Skill-based and dynamic routing
  • Customer journeys
• Improve IVR usability, reduce call transfers, and increase containment

Performance & Data Analysis

• Analyze contact center metrics:
  • Call outcomes
  • Queue behavior
  • Abandonment trends
• Identify friction points and optimization opportunities

Amazon Connect IVR Developer is responsible for designing, developing, deploying, and maintaining IVR (Interactive Voice Response) solutions using Amazon Connect and AWS services. The role focuses on contact flow design, call routing, API integration, and customer experience optimization in cloud-based contact centers  

Key Responsibilities

1. IVR / Contact Flow Development

• Design and develop Amazon Connect contact flows (voice & chat)
• Build IVR menus, routing logic, queue handling, and prompts
• Configure:
  • Queues
  • Routing profiles
  • Hours of operation
• Ensure fail-safe handling (timeouts, fallback logic)

AWS Integration & Backend Development

• Develop backend logic using AWS Lambda (Node.js/Python)
• Integrate:
  • REST/SOAP APIs
  • CRM systems (Salesforce, Zendesk, etc.)
• Use AWS services such as:
  • DynamoDB, S3, API Gateway, Kinesis
  • Lex for chatbot/voice bot integration

Key Responsibilities

1. Lead the design, development, and deployment of java, node.js, and microservices applications on amazon web services.
2. Collaborate with cross functional teams to define technical solutions and resolve complex technical issues.
3. Mentor and coach team members on technical aspects, ensuring high-quality deliverables.
4. Conduct code reviews, performance tuning, and troubleshooting to maintain scalability and efficiency.
5. Drive continuous improvement initiatives to enhance development processes and technologies.
6. Stay updated with the latest trends and advancements in java, node.js, microservices, and amazon web services.

Skill Requirements

1. Proficiency in java programming and development.
2. Strong expertise in node.js and its runtime environment.
3. Experience in designing and implementing microservices architecture.
4. In-depth knowledge of amazon web services (aws) cloud services.
5. Ability to lead and motivate a technical team towards successful project delivery.
6. Excellent problem-solving and analytical skills.
7. Strong communication and interpersonal abilities to collaborate effectively with stakeholders.
8. Solid understanding of software development lifecycle and agile methodologies.

Other Requirements

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