IND Staff Software Engineer - GCC011 We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future. **Role Summary** We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform (e.g., Amazon Connect). The ideal candidate combines strong hands-on engineering experience (Python, DevOps, cloud-native architectures) with experience in contact center technologies (Amazon Connect, Genesys Cloud, NICE, or Five9). We have a strong AI-first engineering mindset and are seeking engineers experienced with - or eager to adopt - AI-driven development practices and tooling. **Key Responsibilities** **Software Engineering & Development** + Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo + Support: + IVR/contact flow development + Routing logic and telephony integrations + Voice, chat, and email channel capabilities + Contribute to contact center migration and modernization efforts + Design integrations across contact center platforms and enterprise systems + Build and maintain APIs, microservices, and serverless solutions + Ensure solutions meet performance, scalability, and security standards **AWS & Cloud Engineering** + Implement solutions using AWS services, including: + IAM (Identity & Access Management)



+ Lambda / serverless compute + API Gateway + S3, DynamoDB, or RDS **AI-First Engineering (Preferred)** + Leverage AI tools to accelerate development productivity and quality + Apply AI-assisted approaches for: + Code generation and refactoring + Test case generation and defect analysis + Documentation and knowledge sharing + Experience with or interest in AI development tools used within the enterprise setting (e.g., Copilot-style tools, internal AI accelerators, or similar platforms) + Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights) **Agile Delivery** + Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments + Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos) + Deliver working, production-ready software each sprint **Quality & Engineering Excellence** + Develop and maintain automated unit and integration tests + Participate in code reviews and enforce standards + Troubleshoot defects and perform root cause analysis + Ensure adherence to definition of done and quality benchmarks **Required Skills & Experience** **CCaaS / Telephony Platforms** + Hands-on experience with: + Amazon Connect (preferred)



+ OR similar platforms (Genesys Cloud, NICE, Five9) + Knowledge of: + IVR/contact flows + Routing logic and telephony integrations + Omni-channel customer experience solutions **AWS & Cloud** + Hands-on experience with AWS services: + IAM (roles, policies, access control) + Lambda, API Gateway + Data services (DynamoDB, S3, RDS) **DevOps & CI/CD** + Experience with: + Jenkins + AWS CodePipeline (CodeBuild / CodeDeploy preferred) + Strong understanding of CI/CD, automation, and version control (Git) **Agile & SDLC** + Experience working in Agile (Scrum/Kanban) environments + Familiarity with tools such as: + Jira, Rally, or equivalent + Strong understanding of iterative delivery and backlog refinement **Professional Skills** + Strong analytical and problem-solving skills + Excellent communication and collaboration abilities + Ability to thrive in a fast-paced, Agile environment **Preferred Qualifications** + Experience with: + Event-driven architectures (Kafka, SNS/SQS) + Observability tools (CloudWatch, Splunk) + Infrastructure as Code (Terraform, CloudFormation) + AWS certifications (Developer, Solutions Architect) + Experience in large-scale cloud or contact center transformations **Success Profile** + Delivers high-quality solutions aligned to sprint goals + Demonstrates ownership from design through production support + Actively adopts and champions AI-first development practices + Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement + Contributes to engineering innovation, speed, and quality + Balances delivery velocity with long-term architectural integrity

📌 Amazon Connect Developer (Hyderabad)
🏢 The Hartford
📍 Hyderabad