IND Lead Software Engineer - GCC026

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 environment (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)

Robust 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

About Us | Our Culture | What It’s Like to Work Here

📌 Lead Software Engineer - AWS (Hyderabad)
🏢 The Hartford
📍 Hyderabad