Senior Amazon Connect 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. Experience designing, building, and supporting production Amazon Connect environments. Experience integrating Amazon Connect with Freshworks, Freshdesk, Freshservice, ServiceNow, Salesforce, or similar CRM/ticketing platforms. Experience troubleshooting and supporting production contact center environments. Technical Skills Amazon Connect AWS Lambda Amazon Lex REST APIs JSON Amazon S3 AWS IAM CloudWatch Git Source Control Freshworks / Freshdesk administration or integration experience Development Skills Experience with one or more of the following: Python Node.js JavaScript TypeScript Communication & Collaboration Strong verbal and written English communication skills. Ability to work independently in a remote environment. Strong analytical and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications 5-6 years of Amazon Connect experience. Experience with Freshdesk Contact Center (Freshcaller). Experience building custom integrations between Amazon Connect and Freshworks products. ServiceNow integration experience. Salesforce CTI or Open CTI experience. Experience with Amazon Q in Connect. Experience with Contact Lens. CI/CD pipeline experience. Terraform or Infrastructure as Code experience. AWS Associate-level certifications. Success Metrics Within the first 90 days, the successful candidate will: Deliver production-ready Amazon Connect enhancements and contact flows. Successfully support integration and automation initiatives. Resolve assigned defects and support issues independently. Produce clear technical documentation for delivered solutions. Become a trusted technical contributor within the contact center engineering team. Ideal Candidate The ideal candidate has 3-6 years of hands-on Amazon Connect experience , is comfortable building and troubleshooting contact flows independently, understands AWS services supporting Amazon Connect, and has practical experience integrating contact center platforms with Freshworks/Freshdesk and related business systems. They are a builder, problem-solver, and self-starter who can take ownership of technical deliverables from requirements through deployment while working effectively in a remote, globally distributed team environment. Recruiter Screening Questions How many years of hands-on Amazon Connect experience do you have? Have you built and deployed Amazon Connect contact flows in a production environment? What Freshworks products have you supported or integrated with Amazon Connect? Describe your experience with AWS Lambda and API integrations. Have you worked with Amazon Lex in a production environment? Have you supported a live contact center environment and handled production incidents? Hard Requirement: Minimum 3 years of Amazon Connect experience. Candidates without direct Amazon Connect experience should not be considered. Preferred Qualifications 5-6 years of Amazon Connect experience. Experience with Freshdesk Contact Center (Freshcaller). Experience building custom integrations between Amazon Connect and Freshworks products. ServiceNow integration experience. Salesforce CTI or Open CTI experience. Experience with Amazon Q in Connect. Experience with Contact Lens. CI/CD pipeline experience. Terraform or Infrastructure as Code experience.