Senior Software Development Engineer Amazon Connect

About the Role

Were looking for a hands-on Amazon Connect Engineer who can turn complex

customer-service requirements into secure, scalable, AI-powered contact-center

solutions on AWS. You will own design, build, and optimization of Connect instances

that leverage the latest capabilitiesomnichannel routing, generative-AI self-service,

and real-time analytics—to deliver best-in-class customer experiences.

Key Responsibilities
- Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours,

hierarchies, DID/toll-free numbers).
- Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex,

and Amazon Q in Connect for generative-AI self-service
- Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3,

Kinesis, EventBridge) and third-party CRMs (Salesforce).
- Implement Contact Lens for real-time transcription, sentiment analysis, screen

recording, automated evaluations, and post-contact summaries
- Build outbound campaigns (predictive dialer, SMS, email)



and configure Voice ID for

caller authentication and fraud detection
- Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD

pipelines (CodePipeline, GitHub Actions).
- Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight

dashboards; optimize KPIs such as AHT, SLA, CSAT.
- Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP

security).
- Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3

support and root-cause analysis.

Required Qualifications
- 5+ years building or operating cloud contact-center platforms; 2+ years hands-on with

Amazon Connect.
- Solid skills in at least one language (Python, Node.js/TypeScript, or Java).
- Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM,

CloudWatch).
- Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and

📌 Amazon Connect Developer (Ahmedabad)
🏢 Stella Technologies
📍 Ahmedabad