Job Title: Amazon Connect Engineer (Contact Center Solutions) Experience:3 to 5 Years Location:Hyderabad Employment Type:Full-Time About the Role We are seeking a skilledAmazon Connect Engineerwith hands-on experience in designing, configuring, and supportingcloud-based contact center solutionsusingAmazon Connect . The ideal candidate will have strong technical expertise incontact 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 ensurehigh availability, performance, security, and scalabilityof Amazon Connect-based solutions. Key Responsibilities Amazon Connect Configuration & Architecture Design, configure, and maintainAmazon Connect contact center solutions , including: Contact Flows Routing profiles Queues Agent hierarchies Understand and implementAmazon Connect architecture and core componentsto support scalable and reliable contact center operations. Telephony & Contact Center Operations Configure and managetelephony features , including inbound/outbound calling, call control, call recording, and real-time metrics. Supportsoftphone and agent desktop issues , ensuring seamless agent experience. Monitor call flows and routing behavior to optimize customer experience and operational efficiency. Troubleshooting & Issue Resolution Diagnose and resolveIVR issues, call failures, and platform errors . TroubleshootLambda function failures, API timeouts, and integration issueswithin Amazon Connect flows. Analyze logs, traces, and metrics to identify root causes and implement preventive fixes. Monitoring & Observability UtilizeAmazon CloudWatch logs, metrics, and tracesto monitor system health and performance. Set up alerts and dashboards to proactively identify and address issues. Security & Access Management ImplementIAM roles and permissionsfollowingleast-privilege access principles . Ensure secure handling of customer data usingencryption mechanisms (AWS KMS) . Adhere to organizational security, compliance, and data protection standards. Development & Integration Develop and maintain integrations usingAWS Lambda , APIs, and external systems. Write and maintain automation and integration code usingJavaScript and Python . Support enhancements to IVR, routing logic, and customer engagement workflows. Collaboration & Documentation Work 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 & Qualifications Experience 3 to 5 yearsof hands-on experience working withAmazon Connectin production environments. Technical Skills Deep understanding ofAmazon Connect architecture and components . Proven experience designing and configuringContact Flows, routing profiles, queues, and agent hierarchies . Strong knowledge ofAmazon Connect telephony features , call recording, call control, and real-time metrics. Experience troubleshooting: IVR and call routing issues Softphone and agent desktop issues Lambda failures and API timeouts Hands-on experience withAmazon CloudWatch logs, metrics, and traces . Strong understanding ofAWS IAM , roles, policies, and least-privilege access models. Familiarity withAWS KMS and encryption concepts . Programming experience inJavaScript and Python . Nice-to-Have / Preferred Skills Experience integrating Amazon Connect with CRM systems or third-party platforms. Familiarity with AWS services such asS3, DynamoDB, API Gateway , andStep Functions . Exposure to contact center analytics and reporting solutions. Understanding of compliance requirements in contact center environments.
Job Title
Amazon Connect Engineer