Amazon Connect -Lex Conversational Designer

ROLE: Amazon Connect / Lex Conversational Designer

LOCATION: REMOTE USA

TYPE: Fulltime

Role Summary: Seeking an Amazon Connect/Lex Conversational Designer to lead IVR front-end design and development for Delta Air Lines Crew Operations Contact Center migration. The role involves creating self-service contact flows for nine business units, implementing caller authentication, designing call-routing logic, developing Amazon Lex intents with DTMF fallback support, training and tuning Lex bots, and conducting conversational QA throughout the migration.

Required Skills:

• Amazon Connect
• Amazon Lex
• IVR Design and Development
• Conversational AI Design
• Contact Flow Development
• Intent Modeling and Utterance Tuning
• DTMF Integration
• Call Routing Design
• Bot Training and Optimization
• Conversational QA and Testing