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 strong 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 optimize customer support workflows.

Amazon Lex & AI Solutions

Build and maintain Amazon Lex bots and self-service experiences.
Support conversational AI initiatives and customer self-service strategies.
Assist in improving customer experience through automation and AI-driven solutions.

Production Support & Troubleshooting

Investigate and resolve production incidents and customer-impacting issues.
Perform root cause analysis and implement long-term corrective actions.
Support deployments, testing, validation, and post-production monitoring.
Maintain system reliability, performance, and operational stability.

Documentation & Collaboration

Create and maintain technical documentation, runbooks, and support procedures.
Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
Collaborate with business stakeholders, developers, analysts, and support teams.
Contribute technical recommendations for continuous improvement initiatives.

Required Qualifications

Experience

Minimum 3 years of hands-on Amazon Connect experience (required).
5-6 years of Amazon Connect experience preferred.
5+ years of overall software engineering, cloud engineering, contact center engineering, or related technical experience.
Experience designing, building, and supporting production Amazon Connect environments.
Experience integrating Amazon Connect with Freshworks, Freshdesk, Freshservice, ServiceNow, Salesforce, or similar CRM/ticketing platforms.
Experience troubleshooting and supporting production contact center environments.

Technical Skills

Amazon Connect
AWS Lambda
Amazon Lex
REST APIs
JSON
Amazon S3
AWS IAM
CloudWatch
Git Source Control
Freshworks / Freshdesk administration or integration experience

Development Skills

Experience with one or more of the following:

Python
Node.js
JavaScript
TypeScript

Communication & Collaboration

Strong verbal and written English communication skills.
Ability to work independently in a remote environment.
Strong analytical and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

5-6 years of Amazon Connect experience.
Experience with Freshdesk Contact Center (Freshcaller).
Experience building custom integrations between Amazon Connect and Freshworks products.
ServiceNow integration experience.
Salesforce CTI or Open CTI experience.
Experience with Amazon Q in Connect.
Experience with Contact Lens.
CI/CD pipeline experience.
Terraform or Infrastructure as Code experience.
AWS Associate-level certifications.

Success Metrics

Within the first 90 days, the successful candidate will:

Deliver production-ready Amazon Connect enhancements and contact flows.
Successfully support integration and automation initiatives.
Resolve assigned defects and support issues independently.
Produce clear technical documentation for delivered solutions.
Become a trusted technical contributor within the contact center engineering team.

Senior Amazon Connect Engineer

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