Amazon Connect / Lex Conversational Design Engineering Lead L2

Wipro • Dallas, TX

3d

About The Position

Wipro is seeking an experienced Amazon Connect / Lex Conversational Designer to design and build IVR and self-service contact flows in an Amazon environment. The role supports nine business units and focuses on creating intuitive caller experiences through authentication, intelligent routing, and conversational automation. The position includes designing and building Amazon Connect flows, developing and tuning Lex bots, and supporting conversational testing and quality assurance during migration. The role partners with business and technical teams to improve self-service and caller experiences.

Requirements

• More than 10 years of experience.
• Amazon Lex experience.
• Experience with Amazon Connect.
• Conversational and IVR design experience.
• NLU intent and utterance modeling skills.
• Lex bot training and tuning skills.
• Knowledge of DTMF IVR design patterns.
• Contact flow design and testing skills.
• Conversational QA and migration support experience.

Responsibilities

• Design and build Amazon Connect IVR and 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.

Benefits

• Medical and dental benefits options.
• Disability insurance.
• Paid time off, inclusive of sick leave.
• Other paid and unpaid leave options.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed