Lead I - Software Engineering

5 - 7 Years
1 Opening
Trivandrum

Responsibilities:
Design, configure, and deploy Amazon Connect contact center solutions. Integrate Amazon Connect with other AWS services (Lambda, Lex, S3, DynamoDB, etc.). Develop and maintain custom contact flows, routing profiles, and agent hierarchies. Implement real-time and historical reporting using AWS tools and SQL queries. Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring. Troubleshoot and optimize existing Amazon Connect implementations. Ensure compliance with security and data privacy standards. Provide technical documentation and training to internal stakeholders. Develop and manage data pipelines using AWS Glue, including job creation, transformation logic, and orchestration. Work with PostgreSQL databases for schema design, query development, and performance optimization. Build and maintain reporting frameworks; interpret reporting metrics to support operational insights. Package, deploy, and manage AWS-based solutions following CI/CD and best-practice deployment models. Provide technical leadership, take ownership of deliverables, and drive project direction where required. Collaborate with cross-functional teams while ensuring accountability for end-to-end solution delivery. Required Skills & Qualifications: Amazon Connect Expertise (Expanded): Build and optimize complex contact flows using Amazon Connect s drag-and-drop interface. Implement dynamic routing logic based on customer inputs, agent availability, and business rules. Configure whisper prompts, queue hold messages, and error handling flows. Define agent hierarchies, routing profiles, and user permissions. Set up queues, hours of operation, and escalation paths. Monitor agent performance and optimize staffing using historical and real-time metrics. Connect Amazon Connect with AWS Lambda for serverless backend logic. Use Amazon Lex for conversational IVR and chatbot capabilities. Store and retrieve customer data using Amazon DynamoDB or S3 during interactions. Customize and extend reporting using Amazon Connect s Contact Trace Records (CTR). Use CloudWatch for monitoring, ing, and logging of contact center metrics. Implement role-based access control using AWS IAM. Ensure encryption of data in transit and at rest. Maintain compliance with industry standards (e.g., HIPAA, PCI-DSS) where applicable. Integrate with CRMs like ServiceNow. Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications. Diagnose call quality issues, latency, and flow errors. AWS Development Skills: Proficiency in AWS Lambda (Node.js or Python). Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch. Familiarity with AWS SDKs and CLI tools. Understanding of serverless architecture and event-driven design. SQL & Data Handling: Ability to write basic to intermediate SQL queries. Experience with relational databases (e.g., PostgreSQL). Understanding of data modeling and reporting. Experience with Dynamodb General Skills: Strong problem-solving and analytical skills. Excellent communication and documentation abilities. Ability to work independently and in a team environment. Agile/Scrum experience is a plus. Preferred Qualifications: AWS Certified Solutions Architect or Developer. Experience with Amazon Lex, Polly, and Transcribe. Knowledge of contact center KPIs and analytics.

postgresql,api gateway,amazon connect,aws lambda,cloudformation,aws glue,sql,