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Title: Packaged / SaaS Application Engineering Lead (Amazon Connect)

Location: Pune, India

Experience: 8+ years in Amazon Connect

Education: 15 years of full-time education

Role Summary

We are looking for an Amazon Connect Engineering Lead to own the design, configuration, integration, deployment, and continuous improvement of our cloud-based contact center solutions. You will set and maintain platform standards that keep systems stable and high-performing, and that align with business objectives and vendor requirements. You will work across teams and guide the evolution of the solution so it meets organizational needs efficiently.

Key Responsibilities:

- Act as the Subject Matter Expert (SME) for Amazon Connect and lead the team to deliver results.
- Own team decisions and contribute to key decisions across multiple teams.
- Design, build, and continuously improve packaged or SaaS-based contact center solutions.
- Manage platform configuration, integration, deployment, and release management.
- Define and enforce platform standards and best practices for solution quality and delivery.
- Design scalable, reliable SaaS architectures.
- Troubleshoot and tune performance in cloud environments, keeping systems stable.
- Provide solutions to problems within the immediate team and across teams.




- Facilitate communication and coordination between cross-functional teams to drive project success.
- Mentor and support junior team members, fostering their professional growth and skill development.

Must-Have Skills:

Amazon Connect

- Contact flow development (customer flows and chat flows)
- Amazon Connect APIs
- Queue and routing configuration
- Contact attributes

AWS Services

- AWS Lambda (Go and Java)
- API Gateway, EventBridge, Kinesis, SNS/SQS
- DynamoDB, S3, Secrets Manager
- CloudWatch
- CloudFormation (basics)

Web and Integration

- REST APIs, WebSockets, OAuth 2.0

DevOps and Languages

- GitLab (basics) for CI/CD and source control
- Go (Golang) and Java

Required Experience and Qualifications:

- Minimum 8 years of hands-on experience with Amazon Connect.
- Proven experience with cloud-based contact center solutions and their integration with enterprise systems.
- Strong understanding of platform configuration, deployment, and release management.
- Ability to design scalable, reliable SaaS architectures.
- Familiarity with performance tuning and troubleshooting in cloud environments.
- Excellent problem-solving skills, with a focus on system stability and alignment with business needs.
- Till Bachelors - 15 years of full time education.

📌 Amazon Connect - Packaged OR SaaS Application Engineering Lead (Pune)
🏢 Coventine Digital
📍 Pune