Amazon Connect Engineer

Amazon Connect Engineer (AWS CCaaS)

Hiring for multiple roles and across locations ( NCR , Pune , Bangalore , Hyderabad & Mumbai)

We are looking for an experienced Amazon Connect (AWS) professional to work on development and L2/L3 support for Contact Center as a Service (CCaaS) solutions. The role involves designing, building, enhancing, and supporting scalable contact center platforms using Amazon Connect and AWS services.

The role involves designing, building, enhancing, and supporting scalable contact center platforms using Amazon Connect and AWS services.

Responsibilities

• Design and develop Amazon Connect contact flows, IVR, queues, and routing
• Build integrations using AWS Lambda, API Gateway, DynamoDB/RDS, and CRM systems (e.g., Salesforce)
• Implement omnichannel solutions (voice, chat, tasks)
• Provide L2/L3 production support, troubleshoot issues, and perform root cause analysis
• Monitor systems using CloudWatch and coordinate with AWS support teams

Required Skills

• 5 10 years of IT experience with minimum 3+ years on Amazon Connect
• Strong knowledge of AWS services (Connect, Lambda, CloudWatch, S3, DynamoDB/RDS, IAM)
• Experience in Amazon Bedrock , REST APIs and contact center concepts
• Experience in AI and agentic capabilities

Preferred Skills

• Salesforce or CRM integrations experience
• AWS Lex, Polly, Transcribe, Contact Lens knowledge
• AWS Certification