Sr. Amazon Engineer

Senior Amazon Connect Engineer (Remote - India)
Position Overview
We are seeking an experienced Senior Amazon Connect Engineer to design, develop, support, and optimize enterprise contact center solutions built on Amazon Connect.
This is a hands-on technical role for an engineer who can independently deliver Amazon Connect solutions, troubleshoot complex issues, support integrations, and contribute to ongoing contact center modernization initiatives. The ideal candidate will have strong Amazon Connect experience, AWS development skills, and experience integrating contact center platforms with Freshworks and other business systems.
This role is focused on technical delivery and engineering excellence, not people management or enterprise architecture.
Key Responsibilities
Amazon Connect Engineering
Design, configure, and maintain Amazon Connect contact flows, routing profiles, queues, prompts, and agent experiences.
Develop and enhance IVRs, self-service solutions, callback functionality, and customer journeys.
Configure and optimize skills-based routing and queue management.
Troubleshoot call routing, telephony, and contact flow issues in production environments.
Support Amazon Connect upgrades, enhancements, and platform improvements.
AWS Development & Integrations
Develop and maintain AWS Lambda functions supporting Amazon Connect solutions.
Design and support integrations between Amazon Connect and external business systems.
Build and troubleshoot REST API integrations and data exchange processes.
Support automation and workflow improvements across the contact center ecosystem.
Freshworks Integration & Administration
Support integrations between Amazon Connect and Freshworks products, including Freshdesk and Freshservice.
Assist with ticketing workflow automation and customer interaction management.
Develop and maintain integrations using Freshworks APIs where required.
Collaborate with service management and support teams to optimize customer support workflows.
Amazon Lex & AI Solutions
Build and maintain Amazon Lex bots and self-service experiences.
Support conversational AI initiatives and customer self-service strategies.
Assist in improving customer experience through automation and AI-driven solutions.
Production Support & Troubleshooting
Investigate and resolve production incidents and customer-impacting issues.
Perform root cause analysis and implement long-term corrective actions.
Support deployments, testing, validation, and post-production monitoring.
Maintain system reliability, performance, and operational stability.
Documentation & Collaboration
Create and maintain technical documentation, runbooks, and support procedures.
Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
Collaborate with business stakeholders, developers, analysts, and support teams.
Contribute technical recommendations for continuous improvement initiatives.
Required Qualifications
Experience
Minimum 3 years of hands-on Amazon Connect experience (required).
5-6 years of Amazon Connect experience preferred.
5+ years of overall software engineering, cloud engineering, contact center engineering, or related technical experience.