Custom Software Engineer - Amazon Connect

We are looking for an AWS Developer / Custom Software Engineer with hands-on experience in Amazon Connect to build and support cloud-based contact centre and AI-driven IVR solutions. The candidate will work on Amazon Connect Contact Centre implementations, contact flows, AWS integrations, Voice AI, IVR, agent assist, screen pop, and API-based integrations. The role requires strong technical and functional understanding of contact centre technologies and the ability to work with multiple teams on enterprise transformation initiatives.

Responsibilities:

• Own the design, development, implementation, and support of Amazon Connect contact centre solutions.
• Build and configure Amazon Connect flows, IVRs, agent routing, queues, callbacks, and escalation logic.
• Develop integrations using AWS Lambda, API Gateway, DynamoDB, S3 CloudWatch, IAM, and Amazon Lex.
• Build and support AI-driven IVR / Voice AI solutions and assist with prompt engineering.
• Support goal-oriented and scripted prompt design and validate prompt logic.
• Support agent assist and screen pop integrations.
• Develop API-based integrations with Salesforce, ServiceNow, and bot platforms.
• Analyse business requirements and translate them into scalable technical solutions.
• Participate in solution design, requirement analysis, design workshops, backlog grooming, and stakeholder demos.
• Troubleshoot issues, perform debugging, and ensure code quality and performance.
• Support deployment, monitoring, runbooks, and ongoing production operations.
• Collaborate with clients and cross-functional teams to deliver contact centre transformation initiatives.
• Act as an SME, contribute to technical decisions, mentor team members, and support delivery excellence.

Requirements:

• Strong techno-functional experience in contact centre transformation.
• Ability to understand customer challenges and provide effective technical solutions.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and analytical skills.
• Experience working in Agile environments.
• Ability to lead technical discussions, mentor team members, and collaborate across multiple teams.
• Minimum 3 years of experience in Amazon Connect.
• Experience with large-scale business/operational transformation projects preferred.
• 15 years of full-time education is mandatory.

Mandatory Technical Skills:

• 3+ years of hands-on experience with Amazon Connect Contact Centre
• Amazon Connect Contact Flows
• AWS Lambda
• API Gateway
• DynamoDB
• S3
• CloudWatch
• IAM Policies
• Amazon Lex
• Strong understanding of contact centre KPIs, IVRs, call flows, agent routing, queue logic, callback handling, and escalation processes.
• Strong understanding of APIs and API-based integrations.
• Experience integrating Amazon Connect with Salesforce, ServiceNow, and bot platforms.
• Good understanding of AWS Cloud and solution architecture.

Good to Have:

• Amazon Contact Lens
• Amazon Bedrock / Kendra
• CI/CD
• DevOps
• Infrastructure as Code (IaC)
• Voice AI / Conversational AI experience