Key Responsibilities
- Design, develop, and support Amazon Connect contact center solutions.
- Configure and manage contact flows, routing profiles, queues, hours of operation, and user management within Amazon Connect.
- Develop and maintain IVR, self-service, and customer interaction workflows.
- Integrate Amazon Connect with CRM systems, enterprise applications, databases, and third-party platforms.
- Implement omnichannel communication solutions including voice, chat, and messaging services.
- Design and develop serverless solutions using AWS Lambda and API integrations.
- Optimize contact center performance, call routing strategies, and customer experience.
- Troubleshoot and resolve production issues related to telephony, contact flows, integrations, and AWS services.
- Implement monitoring, alerting, and reporting solutions using AWS-native tools.
- Ensure compliance with security, governance, and operational standards.
- Participate in solution design, capacity planning, and architecture discussions.




- Mentor junior engineers and contribute to contact center best practices and standards.

Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 8+ years of experience in Contact Center technologies and Cloud Engineering.
- 5+ years of hands-on experience with Amazon Connect implementations.
- Strong experience designing and configuring Amazon Connect environments.
- Expertise in IVR design, contact routing, call flows, and customer experience optimization.
- Experience with AWS services including:
- Amazon Connect
- AWS Lambda
- Amazon Lex
- Amazon S3
- Amazon DynamoDB
- Amazon API Gateway
- Amazon CloudWatch
- AWS IAM
- AWS Secrets Manager
- Amazon SNS/SQS
- Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, Zendesk, or Microsoft Dynamics.
- Robust understanding of contact center operations, telephony concepts, SIP, and Voice over IP (VoIP).

📌 AWS Connect Senior Engineers (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru