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.
Robust 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 (India)
🏢 Tata Consultancy Services
📍 India