Job DescriptionAbout Firstsource
nFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL), is a specialized global business process services partner delivering transformational solutions across the customer lifecycle.
nWe work across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other diverse industries. With a presence across the US, UK, India, Mexico, Australia, South Africa, and the Philippines, we help clients solve complex challenges through domain expertise, technology, data, and analytics.
nAbout the Role
nWe are looking for an experienced Amazon Connect Technical Lead / Platform & Configuration Owner to take ownership of post-go-live platform governance, production configuration, technical support, and critical incident management.
nKey Responsibilities
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- Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation.n
- Manage production configuration changes through impact assessment, review, testing,



rollout, and rollback.n
- Review L2 fixes involving Contact Flows and AWS Lambda before production deployment.n
- Maintain documentation for contact flows, integrations, and platform dependencies.n
- Lead Sev-1/Sev-2 incidents and act as the senior technical point of contact for engineering and client stakeholders.n
- Work closely with implementation teams to ensure support readiness before new features go live.n
- Coordinate with AWS Enterprise Support for platform-level issues and escalations.n
- Monitor and report key Amazon Connect and contact-center performance metrics.n

nMust-Have Skills
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- 5–8 years of contact-center technology support/operations experience, including 3+ years of hands-on Amazon Connect experience.n
- Solid knowledge of Contact Flow Designer, routing profiles, queues, hours of operation, and AWS Lambda.n
- Experience leading/supervising L1/L2 supp

📌 Amazon Connect Technical Lead Engineer (Hyderabad)
🏢 Firstsource
📍 Hyderabad