Amazon Connect Engineer

Job Title: Amazon Connect Engineer (Contact Center Solutions)Experience: 3 to 5 YearsLocation: HyderabadEmployment Type: Full-TimeAbout the RoleWe are seeking a skilled Amazon Connect Engineer with hands-on experience in designing, configuring, and supporting cloud-based contact center solutions using Amazon Connect. The ideal candidate will have strong technical expertise in contact flow design, IVR troubleshooting, telephony integrations, and AWS services, along with the ability to diagnose and resolve complex call routing and platform issues.In this role, you will work closely with contact center operations, developers, and cloud teams to ensure high availability, performance, security, and scalability of Amazon Connect-based solutions.Key ResponsibilitiesAmazon Connect Configuration & ArchitectureDesign, configure, and maintain Amazon Connect contact center solutions, including:Contact FlowsRouting profilesQueuesAgent hierarchiesUnderstand and implement Amazon Connect architecture and core components to support scalable and reliable contact center operations.Telephony & Contact Center OperationsConfigure and manage telephony features, including inbound/outbound calling, call control, call recording, and real-time metrics.Support softphone and agent desktop issues, ensuring seamless agent experience.Monitor call flows and routing behavior to optimize customer experience and operational efficiency.Troubleshooting & Issue ResolutionDiagnose and resolve IVR issues, call failures, and platform errors.Troubleshoot Lambda function failures, API timeouts, and integration issues within Amazon Connect flows.Analyze logs, traces, and metrics to identify root causes and implement preventive fixes.Monitoring & ObservabilityUtilize Amazon CloudWatch logs, metrics, and traces to monitor system health and performance.Set up alerts and dashboards to proactively identify and address issues.Security & Access ManagementImplement IAM roles and permissions following least-privilege access principles.Ensure secure handling of customer data using encryption mechanisms (AWS KMS).Adhere to organizational security, compliance, and data protection standards.Development & IntegrationDevelop and maintain integrations using AWS Lambda, APIs, and external systems.Write and maintain automation and integration code using JavaScript and Python.Support enhancements to IVR, routing logic, and customer engagement workflows.Collaboration & DocumentationWork closely with operations, QA, and development teams to deliver enhancements and resolve issues.Document configurations, troubleshooting steps, and operational runbooks.Participate in change management, deployments, and release activities.Required Skills & QualificationsExperience3 to 5 years of hands-on experience working with Amazon Connect in production environments.Technical SkillsDeep understanding of Amazon Connect architecture and components.Proven experience designing and configuring Contact Flows, routing profiles, queues, and agent hierarchies.Strong knowledge of Amazon Connect telephony features, call recording, call control, and real-time metrics.Experience troubleshooting:IVR and call routing issuesSoftphone and agent desktop issuesLambda failures and API timeoutsHands-on experience with Amazon CloudWatch logs, metrics, and traces.Strong understanding of AWS IAM, roles, policies, and least-privilege access models.Familiarity with AWS KMS and encryption concepts.Programming experience in JavaScript and Python.Nice-to-Have / Preferred SkillsExperience integrating Amazon Connect with CRM systems or third-party platforms.Familiarity with AWS services such as S3, DynamoDB, API Gateway, and Step Functions.Exposure to contact center analytics and reporting solutions.Understanding of compliance requirements in contact center environments.

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