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 current 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. Experi

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