About Firstsource

Firstsource Solutions Limited , an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: , Reuters: FISO.BO, Bloomberg: FSOL), is a specialized global business process services partner delivering transformational solutions across the customer lifecycle.
We 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.

About the Role
We 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.

Key Responsibilities
- Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation .
- Manage production configuration changes through impact assessment, review, testing, rollout, and rollback.




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

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

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