Role: IVR Developer (Amazon Connect)

Years of Experience: 8+ years

Location: New York – Hybrid (3 days onsite)

As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.

Job Description:

We are seeking an experienced AWS Telephony / IVR Application Developer to design, develop, deploy, and support Amazon Connect–based IVR solutions. This role focuses on building and maintaining IVR contact flows and serverless services, implementing secure configuration and secrets management, and ensuring high quality through resilient design and validation of failure scenarios (e.g., timeouts, API failures, dependency degradation).

Key Responsibilities

Amazon Connect & IVR Development

Design, build, deploy, and version Amazon Connect Contact Flows.

Configure and maintain Amazon Connect resources including:

Queues

Routing profiles

Hours of operation

Develop and integrate Lex bots where applicable.

Validate IVR behavior during failure scenarios such as:

API errors and downstream failures

Timeouts and retries

Partial dependency outages

Implement safe fallback paths and customer-friendly error handling.

AWS Serverless Application Development

Develop and maintain AWS Lambda functions (Node.js or Python) supporting IVR workflows.

Build and maintain API endpoints consumed by IVR flows.

Implement robust:

Error handling

Retry strategies

Structured logging for troubleshooting

Design and utilize DynamoDB access patterns supporting IVR use cases (e.g., routing state, transfer points, lookup/stateful interactions).

Secure, Configurable Development

Build software that:

Reads configuration externally (not hard-coded)

Uses managed secrets (no embedded credentials)

Supports release promotion without code changes

Ensure no hard-coded:

Endpoints

Credentials

Environment identifiers

Deployment & Delivery Practices

Deploy application artifacts using standardized CI/CD pipelines (no manual console deployments).

Contribute to and follow a documented deployment runbook for consistent, repeatable releases across application components.

Participate in defect triage and resolution for issues introduced through delivered changes.

Collaborate with QA and stakeholders to ensure enhancements meet quality standards before promotion.

Required Skills & Experience

Core Technical Requirements

Hands-on experience with Amazon Connect, including:

Contact Flows

Queues, routing profiles, hours of operation

Strong AWS serverless development experience:

AWS Lambda (Node.js or Python)

API integration patterns supporting IVR flows

DynamoDB

Experience building telephony/IVR experiences, including failure-safe behavior and degraded-mode handling.

Experience with secure secrets and configuration management (e.g., AWS Secrets Manager and/or Parameter Store).

Experience delivering via CI/CD pipelines using standardized deployment patterns.

Why should you apply for this role?

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

Know more about

PPE: https://www.brillio.com/platform-and-product-engineering/

DAE: https://www.brillio.com/services-data-analytics/

CES: https://www.brillio.com/services-customer-experience-services/

DI: https://www.brillio.com/services-digital-infrastructure/

Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

#LI-RJ1