BENGALURU · FULLTIME
Amazon Connect Engineer
UST Global
Bengaluru · onsite · Posted 12d ago
Sourced from
Undisclosed5–7 yrsfulltimeBengaluru
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Section · 01
About this role
Position Overview
We are seeking an experienced Amazon Connect Engineer / Developer to design, configure, deploy, and optimize Amazon Connect contact center solutions. The role requires hands-on experience with AWS services, integrations, reporting, data pipelines, PostgreSQL, and deployment practices.
The candidate will collaborate with DevOps, engineering, and cross-functional teams while taking ownership of end-to-end solution delivery.
Key Responsibilities - Design, configure, and deploy Amazon Connect contact center solutions.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, S3, and DynamoDB.
- Develop and maintain custom contact flows, routing profiles, and agent hierarchies.
- Implement real-time and historical reporting using AWS tools and SQL queries.
- Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring.
- Troubleshoot and optimize existing Amazon Connect implementations.
- Ensure compliance with security and data privacy standards.
- Provide technical documentation and training to internal stakeholders.
- Develop and manage data pipelines using AWS Glue, including job creation, transformation logic, and orchestration.
- Work with PostgreSQL databases for schema design, query development, and performance optimization.
- Build and maintain reporting frameworks and interpret reporting metrics to support operational insights.
- Package, deploy, and manage AWS-based solutions following CI/CD and best-practice deployment models.
- Provide technical leadership, take ownership of deliverables, and drive project direction where required.
- Collaborate with cross-functional teams while ensuring accountability for end-to-end solution delivery.
- Build and optimize complex contact flows using Amazon Connect s drag-and-drop interface.
- Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
- Configure whisper prompts, queue hold messages, and error-handling flows.
- Define agent hierarchies, routing profiles, and user permissions.
- Set up queues, hours of operation, and escalation paths.
- Monitor agent performance and optimize staffing using historical and real-time metrics.
- Connect Amazon Connect with AWS Lambda for serverless backend logic.
- Use Amazon Lex for conversational IVR and chatbot capabilities.
- Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
- Customize and extend reporting using Amazon Connect s Contact Trace Records (CTR).
- Use CloudWatch for monitoring, ing, and logging of contact center metrics.
- Implement role-based access control using AWS IAM.
- Ensure encryption of data in transit and at rest.
- Maintain compliance with industry standards such as HIPAA and PCI-DSS, where applicable.
- Integrate with CRMs such as ServiceNow.
- Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
- Diagnose call quality issues, latency, and flow errors.
- Proficiency in AWS Lambda using Node.js or Python.
- Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch.
- Familiarity with AWS SDKs and CLI tools.
- Understanding of serverless architecture and event-driven design.
- Ability to write basic to intermediate SQL queries.
- Experience with relational databases such as PostgreSQL.
- Understanding of data modeling and reporting.
- Experience with DynamoDB.
- Experience developing and managing data pipelines using AWS Glue.
- Strong problem-solving and analytical skills.
- Excellent communication and documentation abilities.
- Ability to work independently and in a team environment.
- Agile/Scrum experience is a plus.
- Ability to take ownership of deliverables and support end-to-end solution delivery.
- AWS Certified Solutions Architect or Developer.
- Experience with Amazon Lex, Polly, and Transcribe.
- Knowledge of contact center KPIs and analytics.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Call QualityAws GlueAws LambdaAgileAmazon connectanalytical thinkingaws iamapisAws Servicesamazon web servicesChatbotaws cloudformationAws Api GatewaylexAnalyticsAWS CloudWatchCLI toolsAWS DevelopmentArchitectureAWS Certified
Section · Company
About UST
UST Global
IT Services & Consulting
14.0k+
employees
1999
27 years old
Aliso Viejo, California
US
₹12.9L PA avg
Avg at UST
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UST helps the world's best organizations succeed through digital transformation, crafting disruptive solutions and strategies bringing our clients vision to life.
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