Role & responsibilities

Job Requirements*

- 58 years of experience as an AWS / Contact Centre Engineer with a strong background in Amazon Connect and cloudnative solutions
- Handson experience in designing, configuring, and managing Amazon Connect contact flows, queues, routing profiles, and business hours
- Solid experience in building serverless integrations using AWS Lambda (Python / Node.js)
- Experience working with Amazon DynamoDB for contact flow logic, routing decisions, and configuration data
- Handson exposure to Amazon Lex for IVR automation and selfservice chatbot implementations
- Experience integrating Amazon Connect with CRM systems and thirdparty APIs using REST services
- Good understanding of call recording, callbacks, holiday routing, failover, and highavailability designs
- Working knowledge of AWS CloudWatch for monitoring, logging, troubleshooting, and performance optimization
- Experience supporting multichannel contact centre solutions (voice, chat, tasks)
- Functional knowledge of Telecom / Contact Centre operations and customer experience platforms
- Experience working in Agile / Scrum delivery models
- Strong analytical, communication, documentation,



and problemsolving skills

Key Responsibilities*

- Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and operating schedules
- Implement skillbased and dynamic routing logic using AWS Lambda and DynamoDB
- Develop and integrate Amazon Lex bots for IVR automation and selfservice capabilities
- Integrate Amazon Connect with CRM platforms, enterprise systems, and thirdparty APIs
- Configure call recording, callbacks, holiday routing, business hours, and failover mechanisms to ensure resilience
- Monitor, analysed, and optimize contact centre health and performance using AWS CloudWatch
- Support and maintain multichannel contact centre capabilities including voice, chat, and tasks
- Collaborate with cloud architects, DevOps, telecom, and application teams to deliver highquality solutions
- Participate in Agile ceremonies including sprint planning, reviews, and retrospectives
- Provide production support, incident resolution within SLAs, documentation, and knowledge transfer to operations teams

📌 AWS Connect Engineer / Amazon Connect Consultant (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad