- Gather, analyze, and document business requirements for Outbound and Inbound Calls.
- Design, configure, develop, and maintain Amazon Connect contact center solutions.
- Configure, customize, and support Amazon Connect contact flows, including inbound flows, outbound flows, customer queue flows, transfer flows, callback flows, and whisper flows.
- Configure and support Amazon Connect Agent Workspace and Contact Control Panel capabilities.
- Develop AWS Lambda functions for Amazon Connect integrations, dynamic routing, customer lookup, backend service calls, and custom business logic.
- Build and expose REST APIs using Amazon API Gateway for integrations between Amazon Connect and backend systems.
- Use Amazon DynamoDB for customer lookup, session data, contact metadata, routing configuration, and application data storage.
- Use Amazon S3 for storing call recordings, reports, prompts, exported data, files, and integration artifacts.
- Configure Amazon CloudWatch logs, metrics, alarms, and dashboards for monitoring and troubleshooting Amazon Connect and AWS integrations.
- Use Amazon Kinesis for real-time streaming of contact events, contact trace records, analytics data, and downstream reporting integrations.
- Build and Deploy Java REST services using Springboot
- Deploy Java backend services and React UI applications to OpenShift using orchestrator-based deployment processes.
- Use AI code assistants such as Cursor or similar tools to support development, code generation, refactoring, debugging, unit test creation, and code documentation.
- Voice and Text call testing using tools like Cyara
- Skilled at Problem solving and Critical thinking.
- Strong hands-on experience with Amazon Connect implementation, configuration, customization, and production support.
- Practical experience with Amazon Connect contact flows, including inbound flows, outbound flows, customer queue flows, transfer flows, callback flows, whisper flows, and IVR workflows.
- Strong understanding of Amazon Connect routing concepts, including queue-based routing, skills-based routing, routing profiles, queue priority, channel concurrency, transfer to queue, and transfer to agent.
- Hands-on experience developing AWS Lambda functions for Amazon Connect integrations, dynamic routing, customer lookup, backend service calls, and custom business logic.
- Strong programming experience in Java and Python.
- Hands-on experience with databases such as PostgreSQL, MySQL, Oracle, SQL Server, DynamoDB, or similar.
- Experience with AWS services such as Lambda, API Gateway, S3, CloudWatch, IAM, SNS/SQS, DynamoDB, and EC2..
- Experience with Amazon CloudWatch for logs, metrics, alarms, dashboards, monitoring, troubleshooting, and production support.
- Good understanding of REST APIs, JSON, authentication, and cloud security.
- Experience writing unit tests for Java backend services, React UI components, AWS Lambda functions, and REST API integrations.
- Strong debugging skills to analyze and resolve defects across Amazon Connect, Java backend services, React UI applications, APIs, AWS services, and OpenShift deployments.
- Hands-on experience or strong willingness to use AI code assistants such as Cursor or similar AI-powered development tools.
- Experience with CI/CD tools, Git, and Agile delivery practices.
- Experience working in Agile methodologies and Scrum teams.
Discover some of the global benefits that empower our people to become the best version of themselves:
- Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
- Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
- Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
- Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
- Health: Global internal wellbeing programme, access to wellbeing apps;
- Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.
Additional Employee Requirements
- Participation in both internal meetings and external meetings via video calls, as necessary.
- Ability to go into corporate or client offices to work onsite, as necessary.
- Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
- Ability to bend, kneel, crouch, and reach overhead, as necessary.
- Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
- Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
- For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
- For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.
*If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.
USA Benefits (Full time roles only, does not apply to contractor positions)
- Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
- Flexible Spending Accounts (Medical, Transit, and Dependent Care)
- Employer Paid Life Insurance and AD&D Coverages
- Health Savings account paired with our low-cost High Deductible Medical Plan
- 401(k) Safe Harbor Retirement plan with employer match with immediately vest
At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.
