Application Tech Support Practitioner

Senior Analyst – Contact Center & GenAI Operations

We are seeking a Senior Analyst – Contact Center & GenAI Operations with 3–5 years of experience in Contact Center technologies and AWS Cloud services. The ideal candidate will support the implementation, configuration, and day-to-day operation of Amazon Connect–based contact center solutions and GenAI-powered chatbots, working under the guidance of senior engineers, team leads, and solution architects. This role is hands-on and execution-focused, involving development, integration, testing, and production support of cloud contact center and conversational AI solutions.

Key Responsibilities:

• Implementation & Configuration: Configure and support Amazon Connect contact center solutions across voice and digital channels (chat, voice). Implement and maintain AWS services including Amazon Lex, Lambda, DynamoDB, S3, API Gateway, Transcribe, Comprehend, and Contact Lens. Assist in implementing GenAI-powered chatbots and agent-assist features using Amazon Bedrock and LLM-based services as per defined designs. Configure Amazon Lex bots, intents, slots, and dialog flows, and integrate them with backend services or LLM-based responses. Perform configuration changes, enhancements, and bug fixes in contact center and chatbot solutions.
• Development & Integrations: Develop and maintain Lambda functions and backend services using Node.js and/or Python. Support API-based integrations with backend CRM, other enterprise systems. Assist with event-driven integrations using Amazon Connect events, Lambda triggers, and Kinesis. Write clean, maintainable code and unit tests under guidance.
• Support & Operations: Provide L2 production support for contact center and chatbot applications, including incident handling and troubleshooting. Monitor system health using CloudWatch logs, metrics, and alarms. Assist in root cause analysis, defect resolution, and performance tuning. Support UAT, regression testing, and release validations.

Required Skills & Experience:

• 3–5 years of experience in Contact Center technologies or cloud-based customer experience platforms.
• Hands-on experience with Amazon Connect and supporting AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Transcribe, Comprehend, Contact Lens).
• Exposure to GenAI concepts and LLM-based solutions, including hands-on or assisted experience with Amazon Bedrock.
• Experience configuring or supporting Amazon Lex chatbots.
• Programming experience in Node.js and/or Python.
• Basic understanding of REST APIs and system integrations.
• Strong analytical and troubleshooting skills.

Preferred Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or Information Technology.
• AWS certifications such as AWS Certified Cloud Practitioner or Developer – Associate.
• Exposure to Contact Lens analytics, call recordings, and sentiment analysis.
• Familiarity with CloudWatch, CloudTrail, and monitoring best practices.
• Experience supporting Omnichannel contact center solutions (voice and chat).
• Experience in enterprise support or managed services environments.
• 15 years full time education