AWS Connect Engineer
- Source: Naukri
- Tata Consultancy Services
- $5,233.96 to $15,701.87 /yr
- On-site
- Bengaluru
- Full-Time
- Mid level
Job Description
Job Requirements*
- 68 years of experience as an AWS / Contact Centre Engineer with a strong background in Amazon Connect and cloudnative solutions
- Handson experience in designing, configuring, and managing Amazon Connect contact flows, queues, routing profiles, and business hours
- Strong experience in building serverless integrations using AWS Lambda (Python / Node.js)
- Experience working with Amazon DynamoDB for contact flow logic, routing decisions, and configuration data
- Handson exposure to Amazon Lex for IVR automation and self-service chatbot implementations
- Experience integrating Amazon Connect with CRM systems and thirdparty APIs using REST services
- Good understanding of call recording, callbacks, holiday routing, failover, and highavailability designs
- Working knowledge of AWS CloudWatch for monitoring, logging, troubleshooting, and performance optimization
- Experience supporting multichannel contact centre solutions (voice, chat, tasks)
- Functional knowledge of Telecom / Contact Centre operations and customer experience platforms
- Experience working in Agile / Scrum delivery models
- Strong analytical, communication, documentation, and problemsolving skills
Key Responsibilities*
- Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and operating schedules
- Implement skillbased and dynamic routing logic using AWS Lambda and DynamoDB
- Develop and integrate Amazon Lex bots for IVR automation and self-service capabilities
- Integrate Amazon Connect with CRM platforms, enterprise systems, and thirdparty APIs
- Configure call recording, callbacks, holiday routing, business hours, and failover mechanisms to ensure resilience
- Monitor, analysed, and optimize contact centre health and performance using AWS CloudWatch
- Support and maintain multichannel contact centre capabilities including voice, chat, and tasks
- Collaborate with cloud architects, DevOps, telecom, and application teams to deliver highquality solutions
- Participate in Agile ceremonies including sprint planning, reviews, and retrospectives
- Provide production support, incident resolution within SLAs, documentation, and knowledge transfer to operations teams
Skills
- amazon-web-services
- amazon-connect
- serverless
- aws-lambda
- Python
- NodeJS
- amazon-dynamodb
- contact-flow
- amazon-lex
- amazon-cloudwatch
