Senior Amazon Connect Engineer

Accountabilities:: Design, configure, maintain, and optimize 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 improve skills-based routing and queue management while troubleshooting telephony and contact flow issues. Develop and maintain AWS Lambda functions supporting Amazon Connect solutions and related automation. Design, build, and troubleshoot REST API integrations and data exchanges between Amazon Connect and external business systems. Support integrations between Amazon Connect and Freshworks products, including Freshdesk and Freshservice, as well as other CRM and ticketing platforms. Develop and maintain Freshworks API integrations and contribute to ticketing workflow automation and customer interaction management. Build and maintain Amazon Lex bots and conversational self-service experiences. Investigate and resolve production incidents, perform root cause analysis, and implement long-term corrective actions. Support deployments, testing, validation, upgrades, enhancements, and post-production monitoring to maintain system reliability and performance. Create and maintain technical documentation, runbooks, support procedures, and operational guidance. Participate in Agile ceremonies and collaborate with developers, analysts, business stakeholders, and support teams on continuous improvement initiatives. Requirements: Minimum 3 years of hands-on Amazon Connect experience is required, with 5–6 years preferred. 5+ years of overall experience in software engineering, cloud engineering, contact center engineering, or a related technical field. Proven experience designing, building, and supporting production Amazon Connect environments. Experience integrating Amazon Connect with Freshworks, Freshdesk, Freshservice, ServiceNow, Salesforce, or similar CRM and ticketing platforms. Strong hands-on knowledge of Amazon Connect, AWS Lambda, Amazon Lex, REST APIs, JSON, Amazon S3, AWS IAM, CloudWatch, and Git source control. Experience with one or more programming languages such as Python, Node.js, JavaScript, or TypeScript. Experience troubleshooting and supporting live production contact center environments. Strong analytical and problem-solving skills, with the ability to independently investigate and resolve complex technical issues. Strong written and verbal English communication skills. Ability to work independently and manage multiple priorities in a fast-paced remote environment. Experience with Freshdesk Contact Center (Freshcaller), custom Freshworks integrations, ServiceNow, Salesforce CTI/Open CTI, Amazon Q in Connect, or Contact Lens is an advantage. Experience with CI/CD pipelines, Terraform, Infrastructure as Code, or AWS Associate-level certifications is preferred. Benefits: Fully remote opportunity based in India. Hands-on work with Amazon Connect, AWS, conversational AI, CRM integrations, and contact center modernization. Opportunity to work on enterprise-scale customer service and contact center solutions. Exposure to technologies including Amazon Lex, Amazon Q in Connect, Contact Lens, AWS Lambda, REST APIs, and cloud automation. Opportunity to contribute to technical delivery, operational improvements, and continuous modernization initiatives. Collaborative environment involving engineering, business, analytics, and support teams. Remote working environment with opportunities for independent ownership and technical contribution. Professional growth through exposure to cloud engineering, contact center technologies, integrations, and automation. Opportunity to deliver production solutions and become a trusted technical contributor within a contact center engineering team.