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.
- Solid understanding of contact center operations, telephony concepts, SIP, and Voice over IP (VoIP).
- Knowledge of REST APIs, web services, and system integrations.
- Proficiency in scripting or programming languages such as Python, Node.js, or Java.
- Experience with Git and CI/CD deployment methodologies.
- Strong troubleshooting and analytical skills.

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