Amazon Connect - Packaged OR SaaS Application Engineering Lead

Job Description:

Title: Packaged / SaaS Application Engineering Lead (Amazon Connect)

Location: Pune, India
Experience: 8+ years in Amazon Connect
Education: 15 years of full-time education

Role Summary

We are looking for an Amazon Connect Engineering Lead to own the design, configuration, integration, deployment, and continuous improvement of our cloud-based contact center solutions. You will set and maintain platform standards that keep systems stable and high-performing, and that align with business objectives and vendor requirements. You will work across teams and guide the evolution of the solution so it meets organizational needs efficiently.

Key Responsibilities:

• Act as the Subject Matter Expert (SME) for Amazon Connect and lead the team to deliver results.
• Own team decisions and contribute to key decisions across multiple teams.
• Design, build, and continuously improve packaged or SaaS-based contact center solutions.
• Manage platform configuration, integration, deployment, and release management.
• Define and enforce platform standards and best practices for solution quality and delivery.
• Design scalable, reliable SaaS architectures.
• Troubleshoot and tune performance in cloud environments, keeping systems stable.
• Provide solutions to problems within the immediate team and across teams.
• Facilitate communication and coordination between cross-functional teams to drive project success.
• Mentor and support junior team members, fostering their professional growth and skill development.

Must-Have Skills:

Amazon Connect

• Contact flow development (customer flows and chat flows)
• Amazon Connect APIs
• Queue and routing configuration
• Contact attributes

AWS Services

• AWS Lambda (Go and Java)
• API Gateway, EventBridge, Kinesis, SNS/SQS
• DynamoDB, S3, Secrets Manager
• CloudWatch
• CloudFormation (basics)

Web and Integration

• REST APIs, WebSockets, OAuth 2.0

DevOps and Languages

• GitLab (basics) for CI/CD and source control
• Go (Golang) and Java

Required Experience and Qualifications:

• Minimum 8 years of hands-on experience with Amazon Connect.
• Proven experience with cloud-based contact center solutions and their integration with enterprise systems.
• Strong understanding of platform configuration, deployment, and release management.
• Ability to design scalable, reliable SaaS architectures.
• Familiarity with performance tuning and troubleshooting in cloud environments.
• Excellent problem-solving skills, with a focus on system stability and alignment with business needs.
• Till Bachelors - 15 years of full-time education.