Amazon Connect Engineer

Amazon Connect Engineer
Skills - Amazon Connect , Contact Lens, Bedrock, Terraform, API and AWS
Job Location - Greater Noida, Bangalore, Hyderabad, Pune, Gurgaon, Chennai
Experience - 8 - 14 years
Description -
Provide Level 2 engineering and development support for the Amazon Connect contact center platform, ensuring stability, performance, and timely resolution of incidents, defects, and minor enhancements.
Provide Level 2 support for Amazon Connect, including contact flows, routing profiles, queues, hours of operation, and agent configurations.
Troubleshoot and resolve incidents and service requests within agreed SLAs, escalating to Level 3 or AWS Support where required.
Develop and enhance Amazon Connect contact flows using best practices.
Support integrations with downstream systems (e.g. CRM, Lambda, APIs, reporting solutions).
Perform configuration changes, releases, and BAU updates in line with change management processes.
Support call recordings, metrics, alarms, and basic reporting issues.
Maintain technical documentation and provide handover inputs for operations and governance reporting.
Strong hands-on experience with Amazon Connect (Level 2 support and development).
Experience with AWS services such as Lambda, IAM, CloudWatch, and S3.
Understanding of contact centre concepts (IVR, call routing, queues, SLAs).
Experience supporting production systems in a regulated or enterprise environment.
Ability to work in an ITIL-aligned BAU support model.

Work arrangement
No