Senior Amazon Connect Developer

About Position:

We are looking for an experienced Senior Amazon Connect Engineer to design, implement, and support AWS-based contact center solutions using Amazon Connect. The ideal candidate will have extensive experience in contact center technologies, IVR development, AWS integrations, telephony systems, and customer experience platforms. You will play a key role in building scalable, secure, and highly available contact center solutions while ensuring seamless customer interactions across voice and digital channels.

• Role: Senior Amazon Connect Developer
• Location: All Persistent Locations
• Experience: 7 to 14 Years
• Job Type: Full-Time Employment

What You'll Do:

• Design, configure, deploy, and maintain Amazon Connect contact center solutions.
• Develop and manage Amazon Connect contact flows, routing profiles, queues, prompts, and IVR workflows.
• Implement intelligent call routing, inbound and outbound calling strategies, transfer workflows, hold queues, and whisper functionalities.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, Kinesis, and CloudWatch.
• Configure and manage Contact Control Panel (CCP), agent profiles, permissions, and workforce management processes.
• Support telephony integrations and troubleshoot call flow, SIP, CTI, PSTN, and VoIP-related issues.
• Implement automation and self-service customer experience solutions using Amazon Lex and AI-driven conversational capabilities.
• Monitor contact center health, operational metrics, dashboards, and performance reports.
• Analyze operational issues and perform root cause analysis to identify and resolve production incidents.
• Collaborate with business stakeholders, customer experience teams, architects, and infrastructure teams on enhancements and integrations.
• Ensure platform security, regulatory compliance, and access governance through AWS IAM and security policies.
• Participate in deployment planning, release management, testing, and production support activities.
• Optimize contact center performance, scalability, reliability, and customer experience.
• Create and maintain technical documentation, operational procedures, and support runbooks.

Expertise You'll Bring:

• 7 to 14 years of experience in Contact Center Technologies, Customer Experience Platforms, or Telephony Solutions.
• Strong hands-on experience with Amazon Connect implementation and administration.
• Deep understanding of Contact Flows, IVR design, Contact Control Panel (CCP), Routing Profiles, and Queue Management.
• Experience integrating Amazon Connect with AWS Lambda and serverless architectures.
• Working knowledge of Amazon Lex and Amazon Polly for conversational AI solutions.
• Strong understanding of Contact Center operations and technologies including CTI, SIP, VoIP, PSTN, and telephony infrastructure.
• Experience implementing inbound and outbound call management solutions.
• Knowledge of AWS services including CloudWatch, IAM, S3, DynamoDB, and Kinesis.
• Experience building scalable and highly available AWS-based customer engagement solutions.
• Strong troubleshooting and debugging skills for contact center, integration, and telephony issues.
• Experience working with REST APIs and third-party system integrations.
• Understanding of security controls, access management, and compliance frameworks.
• Experience with Agile delivery methodologies and collaborative development practices.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently while coordinating with global teams and stakeholders.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.