About Position:

We are looking for an experienced Senior Amazon Connect Engineer to design, implement, and support AWS-based contact center solutions using Amazon Connect. The ideal candidate will have extensive experience in contact center technologies, IVR development, AWS integrations, telephony systems, and customer experience platforms. You will play a key role in building scalable, secure, and highly available contact center solutions while ensuring seamless customer interactions across voice and digital channels.

• Role: Senior Amazon Connect Developer
• Location: All Persistent Locations
• Experience: 7 to 14 Years
• Job Type: Full time Employment

What You'll Do:

• Design, configure, deploy, and maintain Amazon Connect contact center solutions.
• Develop and manage Amazon Connect contact flows, routing profiles, queues, prompts, and IVR workflows.
• Implement intelligent call routing, inbound and outbound calling strategies, transfer workflows, hold queues, and whisper functionalities.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB,



S3, Kinesis, and CloudWatch.
• Configure and manage Contact Control Panel (CCP), agent profiles, permissions, and workforce management processes.
• Support telephony integrations and troubleshoot call flow, SIP, CTI, PSTN, and VoIP-related issues.
• Implement automation and self-service customer experience solutions using Amazon Lex and AI-driven conversational capabilities.
• Monitor contact center health, operational metrics, dashboards, and performance reports.
• Analyze operational issues and perform root cause analysis to identify and resolve production incidents.
• Collaborate with business stakeholders, customer experience teams, architects, and infrastructure teams on enhancements and integrations.
• Ensure platform security, regulatory compliance, and access governance through AWS IAM and security policies.
• Participate in deployment planning, release management, testing, and produ

📌 Senior Amazon Connect Developer (Pune)
🏢 Persistent Systems
📍 Pune