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Now viewing: Lex IVR Consultant @ SAN JOSE CA _ Onsite - Full Time

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BURGEON IT SERVICES LLC

Lex IVR Consultant @ SAN JOSE CA _ Onsite - Full Time

Pay: Not specified

Posted: 3 weeks ago

Location: San Jose, CA (Onsite)

Last Updated: 2 weeks ago

Hours: Full-Time

Expires: 11/5/2026

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Job Description

Role:

Amazon Connect Conversational Designer /

Lex IVR Consultant Location :

SAN JOSE CA

Onsite Experience:

7-20yrs

Project Scope:

Migration of Crew Operations Contact Center (9 LOBs, ~500 agents, ~2,000 calls/day) from Cisco Webex/Nuance IVR to Amazon Connect with Amazon Lex, Voice & Web Chat, and ACGR. Key Responsibilities Design and develop self-service IVR experiences using Amazon Connect and Amazon Lex. Build conversational flows for 9 business units supporting multiple caller journeys. Implement caller authentication using Employee ID and PIN validation. Design caller-type routing logic for Pilots, Flight Attendants, and working status scenarios. Develop, train, and optimize Lex intents, utterances, and slot management. Implement DTMF fallback mechanisms for noisy airport and operational environments. Conduct conversational testing, QA, and intent tuning to improve recognition accuracy. Partner with business and technical teams throughout migration, UAT, and production deployment. Must-Have Skills Amazon Connect Amazon Lex V2 Conversational

AI / IVR

Design Contact Flow Development Intent Modeling & Utterance Training DTMF & Voice Bot Design Caller Authentication & Routing Strategies Conversational Testing & QA Experience:

7+ years in IVR/Conversational AI solutions with 3+ years of hands-on Amazon Connect and Amazon Lex implementation experience.