[Remote] IVR & Amazon Connect Engineer

Note: The job is a remote job and is open to candidates in USA. InfiCare Inc. is seeking a highly skilled Voice Collaboration Engineer with deep expertise in Unified Communications, UCaaS, Amazon Connect, and contact center technologies. The role involves designing, implementing, and supporting enterprise voice and collaboration solutions, focusing on IVR scripting and call flow development. Responsibilities • Design, configure, and maintain UCaaS solutions and Amazon Connect call flows to support enterprise and contact center environments. • Develop, implement, and test IVR scripts (using Amazon Lex, Lambda, or similar) to optimize customer self-service and call routing. • Troubleshoot and resolve issues across voice infrastructure. • Integrate Amazon Connect with enterprise applications, CRMs, reporting systems, and workforce management tools. • Collaborate with business units to gather requirements and translate them into technical call flows and voice solutions. • Monitor system performance, analyze call metrics, and implement improvements to meet SLA and CSAT goals. • Partner with vendors and internal teams to manage upgrades, migrations, and new deployments. • Create documentation, knowledge articles, and runbooks for ongoing support. Skills • Deep expertise in Unified Communications • Experience with UCaaS (Unified Communications as a Service) • Experience with Amazon Connect • Experience with contact center technologies • Strong technical foundation in voice and collaboration technologies • Hands-on experience in IVR scripting • Proven ability to work with cross-functional teams • Experience in designing, configuring, and maintaining UCaaS solutions • Experience in developing, implementing, and testing IVR scripts using Amazon Lex, Lambda, or similar • Ability to troubleshoot and resolve issues across voice infrastructure • Experience in integrating Amazon Connect with enterprise applications, CRMs, reporting systems, and workforce management tools • Ability to collaborate with business units to gather requirements and translate them into technical call flows and voice solutions • Experience in monitoring system performance, analyzing call metrics, and implementing improvements to meet SLA and CSAT goals • Ability to partner with vendors and internal teams to manage upgrades, migrations, and new deployments • Ability to create documentation, knowledge articles, and runbooks for ongoing support Company Overview • Based in the Washington DC area, since 2001 InfiCare Technologies has been providing IT, HealthCare & non-technical staffing services to its clients across the US. It was founded in 2001, and is headquartered in Sterling, Virginia, US, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship • InfiCare Inc. has a track record of offering H1B sponsorships, with 5 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job