Amazon Connect / Lex Conversational Design Engineering Lead L2

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Amazon Connect / Lex Conversational Design Engineering Lead

Job Summary

We are seeking an experienced Amazon Connect / Lex Conversational Designer to design and build IVR and self-service contact flows within an Amazon environment. This role will support 9 business units, focusing on intuitive caller experiences, authentication, intelligent routing, and conversational automation.

Key Responsibilities

• Design and build Amazon Connect IVR/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.

Required Skills

• Amazon Connect
• Amazon Lex
• Conversational/IVR design
• NLU intent and utterance modeling
• Lex bot training and tuning
• DTMF IVR design patterns
• Contact flow design and testing
• Conversational QA and migration support

Mandatory Skills: Amazon Lex . Experience: >10 YEARS .The expected compensation for this role ranges from $100,000 to $200,000 . Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options. Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.