Key Responsibilities

- Lead a team of Amazon Connect and AWS developers, including technical planning, code reviews, mentoring, and delivery.

- Design and implement Amazon Connect solutions for voice, chat, and digital customer journeys.

- Develop and configure Contact Flows, IVR, routing, queues, prompts, and integrations.

- Design integrations between Amazon Connect and CRM, core banking, fraud, and other enterprise applications.

- Develop serverless integrations using AWS Lambda, API Gateway, DynamoDB, EventBridge, Kinesis, and S3.

- Work with Amazon Lex for conversational IVR and self-service solutions.

- Implement monitoring, logging, alerting, and troubleshooting using Amazon CloudWatch.

- Apply security best practices using IAM, KMS, encryption, least-privilege access, and PII protection.

- Design solutions for scalability, high availability, resilience, and disaster recovery.

- Establish CI/CD pipelines, Infrastructure as Code (IaC), automated testing, and controlled release processes.

- Work with Risk, Compliance, InfoSec, and business teams to ensure solutions meet financial-services security and regulatory requirements.

- Support PCI DSS, data protection, call recording, audit, and PII requirements.

- Act as the technical escalation point for critical production incidents and lead root-cause analysis.

- Prepare technical architecture documents, solution designs, integration specifications, and operational documentation.

- Coordinate with AWS, implementation partners, and third-party vendors.

Mandatory Technical Skills

Amazon Connect

- Strong hands-on experience with Amazon Connect.

- Experience designing and implementing production-grade contact center solutions.

- Strong knowledge of Contact Flows, IVR, routing,



queues, contact attributes, and customer journeys.

- Experience with voice and digital/contact-center integrations.

AWS Services

Strong Hands-on Experience With Several Of The Following

- AWS Lambda

- Amazon Lex

- Amazon DynamoDB

- Amazon API Gateway

- Amazon Kinesis

- Amazon S3

- Amazon CloudWatch

- AWS IAM

- AWS KMS

- Amazon EventBridge

DevOps & Architecture

- CI/CD

- Infrastructure as Code

- Cloud-native architecture

- API and system integration

- Monitoring and logging

- High availability and disaster recovery

- Secure cloud architecture

Domain Experience

Financial Services experience is mandatory, preferably in one or more of:

- Banking

- Insurance

- Lending

- Payments

- FinTech

Candidates should have experience working with regulated customer-service/contact-center environments and understand requirements related to security, privacy, compliance, and audit.

Leadership Requirements

- Experience leading or mentoring a team of AWS / Amazon Connect developers.

- Ability to conduct technical design and code reviews.

- Strong ownership of technical delivery and solution quality.

- Ability to troubleshoot complex production issues.

- Strong communication skills with business, technology, security, risk, and compliance stakeholders.

Preferred Skills

- AWS Certified Solutions Architect - Qualified.

- Experience migrating from Avaya, Cisco, Genesys, or NICE to Amazon Connect.

- Experience with Salesforce Service Cloud Voice or other CRM-integrated agent desktops.

- Experience with Amazon Q in Connect, Contact Lens, or Amazon Bedrock.

- Experience implementing Generative AI / LLM capabilities in contact centers.

- Knowledge of WFM, QM, and contact center analytics.

📌 AWS Connect Lead (Bengaluru)
🏢 Synectics Apac
📍 Bengaluru