Job Description A hands-on Amazon Connect engineer who understands contact center telephony end-to-end. They should be comfortable configuring call flows and queues, monitoring the environment, and troubleshooting production issues in a global 24/7 environment.
Strong Amazon Connect + solid telephony fundamentals is more important than deep NICE experience.
- Configure and support the Amazon Connect environment
- Manage call queues, IVRs, routing, call flows, and softphones
- Monitor telephony performance and contact center metrics
- Troubleshoot production voice/call-routing issues
- Support incidents and root-cause analysis
Help improve reliability and resiliency of the global contact center
pay ranges from $10-15/hr based on Years of Experience Skills and Requirements - 7-8+ years of telephony/contact center engineering experience
- Strong hands-on Amazon Connect experience
- Experience configuring:
○ Call queues
○ IVR / call flows
○ Call routing
○ Softphones
- Strong understanding of SIP, RTP, SBCs, PSTN, and voice/carrier connectivity
- Production support and advanced telephony troubleshooting experience
- Experience monitoring contact center/telephony metrics and observability
- Experience supporting a 24/7 enterprise contact center




- NICE experience, but does not need to be deep
- Experience migrating from NICE/legacy platforms to Amazon Connect
- API, AWS Lambda, or contact center integration experience
- Experience with global contact centers
- Large enterprise/consulting background such as TCS, Infosys, or Accenture We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].

📌 NICE Admin (Bengaluru)
🏢 Insight Global
📍 Bengaluru