JOB OVERVIEW

Veradium is an AWS Advanced Tier Partner with the Amazon Connect service specialization. We help businesses design, build, and modernize cloud contact centers on Amazon Connect, with a growing focus on agentic AI and voice agents. We're hiring an Amazon Connect Engineer with 3–4 years of hands-on Amazon Connect experience.

You'll work directly with our US clients as their technical lead: running discovery sessions, designing solutions, building them, and taking them to go-live, with support from a project manager. This is a client-facing role. Strong communication skills matter as much as your technical depth.

RESPONSIBILITIES

Client leadership and delivery

- Act as the primary technical point of contact for US clients, from discovery through go-live and hypercare
- Run requirement workshops and translate business needs into clear solution designs and technical documentation
- Own technical delivery end to end: design, build, testing, UAT, deployment, and handover
- Work with the project manager on scope, estimates, timelines, risks, and client status updates
- Present solution demos and recommendations to both technical and non-technical stakeholders

Agentic AI and self-service

- Design and build AI-powered self-service across voice and digital channels using Amazon Lex, Amazon Bedrock, and Amazon Connect's agentic self-service capabilities
- Build governed flows that combine rule-based steps (such as identity verification and payments) with AI-driven steps, and hand off to human agents with full context
- Configure agent assist, AI-powered post-contact summaries, and knowledge base integrations to improve agent productivity

Omnichannel and outbound

- Build and optimize contact flows, routing profiles, queues, and skills-based routing across voice, chat, SMS, WhatsApp, email, and tasks
- Implement outbound campaigns, including predictive, progressive, preview, and agentless dialer modes with answering machine detection, while supporting regulatory compliance
- Configure Cases, Tasks,



and Customer Profiles to give agents a unified customer view

Analytics and quality

- Implement Contact Lens conversational analytics, sentiment analysis, contact categorization, and sensitive data redaction
- Set up AI-powered automated evaluations, rules, real-time alerts, and dashboards for supervisors and QA teams
- Enable the analytics data lake and reporting so clients can make data-driven decisions

Engineering best practices

- Develop AWS Lambda integrations in Python and/or Node.js to connect Amazon Connect with CRMs, databases, and third-party systems
- Deploy and manage Amazon Connect environments using infrastructure as code (CloudFormation, CDK, or Terraform)
- Use Amazon Connect's testing and simulation tools to validate changes before release
- Troubleshoot production issues and continuously improve client environments after go-live

QUALIFICATIONS

Required

- 3–4 years of hands-on experience designing and implementing Amazon Connect solutions
- Proven experience leading client projects end to end, from discovery through go-live
- Excellent written and verbal English, with confidence leading client meetings and presenting to stakeholders
- Hands-on experience with Amazon Lex and building conversational IVR or chatbot experiences
- Solid experience with contact flows, routing, queues, and omnichannel configuration
- Proficiency in Python and/or Node.js for AWS Lambda development
- Experience with infrastructure as code (CloudFormation, CDK, or Terraform)
- At least one active AWS certification at Associate level or higher
- Availability for 3–4 hours of overlap with US Eastern Time

Preferred

- Experience with Amazon Bedrock or generative AI in contact center use cases
- Hands-on work with Contact Lens, automated evaluations, or outbound campaigns
- Experience migrating legacy on-premises contact centers to Amazon Connect
- Prior experience in a consulting or AWS partner environment

Why Veradium

- Work on cutting-edge agentic AI and voice agent projects on Amazon Connect
- Direct exposure to US clients and real ownership of outcomes
- Small, fast-moving team where your work is visible and your growth is tied to the company's

📌 Amazon Connect Engineer (India)
🏢 Veradium
📍 India