Quick Overview
Seniority
Mid Senior
Work mode
Hybrid
Location
United States
Posted
Yesterday
Job Description
Key Responsibilities
- Design and build Amazon Connect IVR/contact flows.
- Develop and optimize Amazon Lex intents, utterances, and NLU models.
- Implement caller authentication using Employee # and PIN.
- Design routing based on caller type, including Pilot, FA, and working status.
- Build DTMF fallback patterns for noisy airport environments.
- Perform Lex bot training, utterance tuning, conversational testing, and QA during migration.
- Partner with business and technical teams to improve self-service and caller experiences.
Required Skills
- Amazon Connect
- Amazon Lex
- Conversational/IVR design
- NLU intent and utterance modeling
- Lex bot training and tuning
- DTMF IVR design patterns
- Contact flow design and testing
- Conversational QA and migration support
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