Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Amazon Connect
Good to have skills : Amazon Web Services (AWS)
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary We are seeking a Contact Center & GenAI Implementation SME with 6–8 years of experience in Contact Center technologies and hands-on expertise in Amazon Connect, GenAI-powered chatbots, and AWS Cloud services. The ideal candidate will be responsible for implementation, configuration, integration, and operational support of cloud-based contact center and GenAI-driven conversational solutions, working under defined architectures and solution designs. This role requires strong hands-on technical skills, experience with Node.js/Python, CI/CD pipelines, and the ability to lead small delivery teams, support production environments, and ensure stable, high-quality implementations. Key Responsibilities Implementation & Support Implement, configure, and support Amazon Connect contact center solutions across voice and digital channels (chat, messaging, email). Configure and maintain AWS services including Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, Kinesis, and Contact Lens. Implement GenAI-powered chatbots and agent-assist solutions using Amazon Bedrock and LLM-based services as per approved designs. Integrate Amazon Lex with Bedrock for enhanced conversational flows, response generation, and intent handling. Perform enhancements, bug fixes, and optimizations for existing contact center and chatbot implementations. Provide L2/L3 production support, incident resolution, root cause analysis, and performance tuning. Development & Integrations Develop and maintain backend services, Lambda functions, and automation using Node.js and Python. Implement and support API-based integrations with CRM, ticketing, workforce management, and other enterprise systems. Support real-time and event-driven integrations using Kinesis and streaming services. Implement logging, error handling, and monitoring for contact center and GenAI workloads. DevOps & Operations Support CI/CD pipelines for application and infrastructure deployments using tools such as AWS CodePipeline, Jenkins, or GitLab CI/CD. Implement Infrastructure as Code (IaC) templates using CloudFormation, Terraform, or AWS CDK under guidance from solution architects. Support release deployments, environment management, and rollback procedures. Ensure adherence to security, compliance, and operational standards, especially for GenAI workloads. Required Skills & Experience 6–8 years of experience in the Contact Center domain with strong hands-on implementation and support experience. Hands-on experience with Amazon Connect and supporting AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Transcribe, Comprehend, Contact Lens). Practical exposure to GenAI and LLM-based solutions using Amazon Bedrock, especially for chatbots or agent-assist use cases. Experience implementing and supporting Amazon Lex chatbots, including integration with backend services or LLM-based responses. Strong hands-on development experience in Node.js and/or Python. Working knowledge of CI/CD pipelines and DevOps practices. Experience supporting API integrations and production systems. Exposure to Agile delivery methodologies. Strong troubleshooting and problem-solving skills. Preferred Qualifications Bachelor s degree in Engineering, Computer Science, or Information Technology. AWS certifications such as AWS Certified Cloud Practitioner, Developer – Associate, or equivalent. Experience with Contact Lens analytics, call recordings, and sentiment analysis. Familiarity with monitoring and observability tools like CloudWatch and CloudTrail. Experience supporting Omnichannel contact center environments (voice, chat, messaging). Prior experience in enterprise support or managed services environments.
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