Senior Amazon Connect Engineer ( India)

Position Overview

We are seeking an experienced Senior Amazon Connect Engineer to design, develop, support, and optimize enterprise contact center solutions built on Amazon Connect.

This is a hands-on technical role for an engineer who can independently deliver Amazon Connect solutions, troubleshoot complex issues, support integrations, and contribute to ongoing contact center modernization initiatives. The ideal candidate will have solid Amazon Connect experience, AWS development skills, and experience integrating contact center platforms with Freshworks and other business systems.

This role is focused on technical delivery and engineering excellence, not people management or enterprise architecture.

Key Responsibilities

Amazon Connect Engineering

- Design, configure, and maintain Amazon Connect contact flows, routing profiles, queues, prompts, and agent experiences.
- Develop and enhance IVRs, self-service solutions, callback functionality, and customer journeys.
- Configure and optimize skills-based routing and queue management.
- Troubleshoot call routing, telephony, and contact flow issues in production environments.
- Support Amazon Connect upgrades, enhancements, and platform improvements.

AWS Development & Integrations

- Develop and maintain AWS Lambda functions supporting Amazon Connect solutions.
- Design and support integrations between Amazon Connect and external business systems.
- Build and troubleshoot REST API integrations and data exchange processes.




- Support automation and workflow improvements across the contact center ecosystem.

Freshworks Integration & Administration

- Support integrations between Amazon Connect and Freshworks products, including Freshdesk and Freshservice.
- Assist with ticketing workflow automation and customer interaction management.
- Develop and maintain integrations using Freshworks APIs where required.
- Collaborate with service management and support teams to optimize customer support workflows.

Amazon Lex & AI Solutions

- Build and maintain Amazon Lex bots and self-service experiences.
- Support conversational AI initiatives and customer self-service strategies.
- Assist in improving customer experience through automation and AI-driven solutions.

Production Support & Troubleshooting

- Investigate and resolve production incidents and customer-impacting issues.
- Perform root cause analysis and implement long-term corrective actions.
- Support deployments, testing, validation, and post-production monitoring.
- Maintain system reliability, performance, and operational stability.

Documentation & Collaboration

- Create and maintain technical documentation, runbooks, and support procedures.
- Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
- Collaborate with business stakeholders, developers, analysts, and support teams.
- Contribute technical recommendations for continuous improvement initiatives.

📌 Senior Amazon Connect Engineer (India)
🏢 Zensar Technologies
📍 India