Amazon Connect Engineer - For Ahmedabad Location

Senior Software Development Engineer Amazon Connect

About the Role

We’re looking for a hands-on Amazon Connect Engineer who can turn complex

customer-service requirements into secure, scalable, AI-powered contact-center

solutions on AWS. You will own design, build, and optimization of Connect instances

that leverage the latest capabilities—omnichannel routing, generative-AI self-service,

and real-time analytics—to deliver best-in-class customer experiences.

Key Responsibilities

• Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours,

hierarchies, DID/toll-free numbers).

• Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex,

and Amazon Q in Connect for generative-AI self-service

• Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3,

Kinesis, EventBridge) and third-party CRMs (Salesforce).

• Implement Contact Lens for real-time transcription, sentiment analysis, screen

recording, automated evaluations, and post-contact summaries

• Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for

caller authentication and fraud detection

• Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD

pipelines (CodePipeline, GitHub Actions).

• Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight

dashboards; optimize KPIs such as AHT, SLA, CSAT.

• Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP

security).

• Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3

support and root-cause analysis.

Required Qualifications

• 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with

Amazon Connect.

• Solid skills in at least one language (Python, Node.js/TypeScript, or Java).
• Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM,

CloudWatch).

• Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact-

center metrics.

• Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations.
• Excellent communication and documentation skills; ability to translate business goals

into technical roadmaps.

Preferred Qualifications

• AWS Solution Architect or Amazon Connect Specialty certification.
• Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon

Connect.

• Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.
• Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.
• Exposure to global, multi-region Connect deployments and Global Resiliency patterns.

• Hands-on experience with Five9, especially in campaign/campaign profiles creation,

skill-based routing, IVR design/maintenance, DID's assignment/management and List

Sync.

• Proficiency in Five9 reporting tools.