Description
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 optimiz

📌 Sr. Amazon Engineer (India)
🏢 Zensar Technologies
📍 India