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SNI is serving as a trusted IT Outsourcing partner in line with the needs of World's most prestigious firms and carried out successful projects worldwide.
Responsibilities:
Engineer Amazon Connect contact flows, queues, routing profiles, customer/chat flows, contact attributes, IVR, and agent-assist capabilities.
Develop serverless components using AWS Lambda (with Java and/or Go), API Gateway, EventBridge, Kinesis, SNS/SQS, DynamoDB, S3, Secrets Manager, and CloudWatch.
Integrate Amazon Connect with Salesforce Service Cloud Voice, Omni-Channel, case/voice objects, screen-pop, customer context, transcripts, and interaction data.
Build secure REST APIs and event-driven interfaces using approved identity, encryption, and border-control patterns.
Contribute to sprint planning, coding, peer reviews, unit testing, defect resolution, sprint demonstrations, and production readiness.
Implement GitLab CI/CD pipelines and Infrastructure-as-Code (IaC) using AWS CloudFormation or approved equivalents.
Maintain comprehensive technical documentation, runbooks, monitoring, alerts, and operational support handover materials.
Skills:
Hands-on experience with Amazon Connect, covering contact flows, APIs, Contact Lens, routing, queues, and contact attributes.
Strong programming skills in Java and/or Go, combined with serverless AWS development and REST API integration expertise.
Practical Salesforce integration experience, ideally involving Service Cloud Voice, Service Cloud, Omni-Channel, or CTI.
Proven experience working with core AWS services: Lambda, EventBridge, Kinesis, SNS/SQS, and DynamoDB.
Solid understanding of IAM, secrets management, encryption, observability, and production support within a regulated environment.
Experience with Agile delivery and Git-based CI/CD workflows, including disciplined unit testing and code reviews.
Nice to have:
Experience with Amazon Lex, voice bots, chatbots, call summarization, agent assist, or conversational AI.
Knowledge of Amazon Bedrock, RAG (Retrieval-Augmented Generation), knowledge bases, and AI guardrails.
Familiarity with Salesforce Apex, Lightning Web Components (LWC), Salesforce Flows, or MuleSoft.
Relevant AWS (Developer / Amazon Connect) and Salesforce certifications.
Previous delivery experience in the banking or financial services sector.
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