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Pearson VUE
Pearson VUE
1,001 – 5,000 Employees
ConsultingHealthcareLogistics
Pearson VUE delivers computer-based testing and credentialing services for organizations across sectors including consulting, healthcare, and logistics. Its platform supports high-stakes certification and professional exams, with tools for exam scheduling, candidate resources, and testing accommodations. By helping test owners assess skills and enabling candidates to validate their knowledge, Pearson VUE contributes to professional development and industry standards. The company’s hiring context spans a large international team focused on assessment delivery and the candidate experience.
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Software Engineer II – AWS Connect and Contact Center Solutions (Chennai Hybrid)

Software Engineer II responsible for designing and supporting AWS Connect and Salesforce contact-center solutions at Pearson VUE. The role covers CCaaS configuration, reporting, integrations, data management, and user support workflows.

INIndiaHybridFull-timeMiddleSeniorEnglish RequiredCall Center Representative
AWSCloudDynamoDB

Description

  • Collect requirements from sales, marketing, customer service, and other business stakeholders
  • Convert business needs into functional CCaaS specifications aligned with organizational goals
  • Document user stories, workflows, and process maps
  • Configure and customize CCaaS applications, including call flows, workflows, routing rules, reports, and automations
  • Partner with Salesforce developers to deliver advanced solutions and integrations
  • Administer AWS IAM roles, permissions, profiles, and sharing settings
  • Maintain data integrity across the contact-center environment
  • Build data pipelines and reporting workloads for agent performance, call volumes, and cost attribution
  • Develop and maintain CCaaS reports and dashboards
  • Train and support Pearson call-center users
  • Investigate call-center issues and escalate complex cases to vendor technical support
  • Create and update user guides, technical documentation, and training materials
  • Improve processes through automation, integration, and customization of AWS, Five9, and related call-center applications
  • Perform regular system audits for performance and compliance
  • Work with Salesforce administrators, developers, and IT colleagues on system changes and enhancements
  • Bridge communication between technical teams and non-technical business users
  • Track Salesforce platform updates and assess their potential value to the organization
  • Mentor analysts and lead cross-functional working sessions

Requirements

  • Bachelor’s degree in business, information technology, computer science, or a related discipline
  • At least four years of experience as an AWS solutions analyst, AWS Connect administrator, or in a comparable position
  • Practical experience configuring and customizing CCaaS solutions, including call flows, routing, reporting, and automation
  • Experience converting functional business needs into system requirements
  • Strong knowledge of AWS Connect, Five9, Calabrio, and other CCaaS platforms
  • Working knowledge of AWS Athena, Glue, QuickSight, and other cloud-based business intelligence and reporting services
  • Familiarity with DynamoDB, Lambda, Kinesis, Lex, Bedrock, API Gateway, and related AWS Connect PaaS services
  • Basic knowledge of Salesforce CRM, particularly Service Cloud and Service Cloud Voice
  • Understanding of Salesforce dashboards, reporting, and screen flows
  • Familiarity with CTI integrations and Service Cloud Voice configuration
  • Excellent analytical and problem-solving abilities
  • Careful attention to detail and a strong commitment to data accuracy and integrity
  • Ability to interpret large datasets and produce useful insights
  • Strong communication and relationship-building skills with technical and non-technical stakeholders
  • Ability to collaborate effectively within teams and across departments
  • Experience training and supporting end users
  • Strong organizational skills with the ability to manage multiple projects and priorities
  • Willingness to adapt and learn new technologies and working methods
  • Salesforce certifications are preferred
  • Experience with Agile practices and project management tools is advantageous

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