About Firstsource

Firstsource 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. 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 new 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. Experience managing

change control and release processes

in a production setting. Strong incident management skills, including leading

Sev-1 bridge calls and client communication . Working knowledge of

IAM, CloudWatch, and CloudFormation or Terraform .

Good to Have AWS Solutions Architect – Associate

or higher. Experience with

follow-the-sun/multi-geo support models . ITIL Foundation

or Incident/Problem Management certification. Experience in

BPO/BPM or managed services

supporting enterprise clients.

⚠️ Disclaimer:

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

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