Custom Software Engineer

AWS Developer responsible for building AI-driven IVR solutions in Amazon Connect, with hands-on expertise in prompt engineering (goal-oriented vs. scripted), agent assist, and screen pop integration. Owns validation of prompt logic and code quality, and supports runbooks for deployment, monitoring, and ongoing operations of AI-powered contact centre solutions.

Responsibilities:

• Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact centre transformation initiatives, leveraging platform-led solutions across enterprise environments.
• Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects.
• Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialisation.
• Talent and Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands.
• Project Delivery Excellence: Lead delivery of complex contact centre transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders.

Requirements:

• 3 years minimum hands-on experience with Amazon Connect Contact Centre.
• Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project.
• Good understanding of the contact centre technology landscape.
• An understanding of the AWS Cloud platform and services with Solution architect skills.
• Deep expertise in Amazon Connect product features and contact centre-related AWS services like Lex, Pinpoint, Transcribe, Comprehend, etc
• Deep functional and technical understanding of APIs and related integration experience.
• Functional and technical understanding of building API-based integrations with Salesforce, ServiceNow and Bot platforms.
• Ability to understand customer challenges and requirements, and address these challenges/requirements in a differentiated manner.
• Ability to help the team to implement the solution and sell and deliver cloud contact centre solutions to clients.
• Excellent communication skills.
• Strong program management/people management skills.
• Must-have skills - Amazon Connect flows, AWS Lambda, Amazon Connect Contact Centre.

Mandatory Skills:

• AWS Contact Centre, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3 CloudWatch, IAM policies, AWS Lex.
• 2In-depth knowledge of contact centre KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.

Good-to-have skills:

• Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps
• Skills for Voice AI IVR build
• Build IVR solutions in Amazon Connect
• Support simple AI prompt design
• Help with agent assist and screen pop setup
• Validate logic and maintain code quality
• Support basic deployment and operations

Additional Information:

• The candidate should have minimum 3 years with Minimum 5 year(s) of experience required in Amazon Connect.
• A 15 years full time education is required.
• 15 years of full-time education.