Hi,
Job Summary
We are seeking an experienced Amazon Connect / Lex Conversational Designer to design and build IVR and self-service contact flows within an Amazon environment. This role will support 9 business units, focusing on intuitive caller experiences, authentication, intelligent routing, and conversational automation.
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