Amazon Connect Engineer

Coforge · Uttar pradesh, India

Job Title - Amazon Connect Engineer

Skills - Amazon Connect, Contact Lens, Bedrock, Terraform, API & AWS

Experience - 8 - 14 years

Locations - Greater Noida, Bengaluru, Hyderabad, Pune, Gurugram & Chennai

We at Coforge are hiring an Amazon Connect Engineer with the following skillset:

Key Responsibilities -

• Provide Level 2 engineering and development support for the Amazon Connect contact center platform, ensuring stability, optimal performance, and timely resolution of incidents, defects, and minor enhancements.
• Provide Level 2 support for Amazon Connect, including contact flows, routing profiles, queues, hours of operation, and agent configurations.
• Troubleshoot and resolve incidents and service requests within agreed SLAs, escalating to Level 3 teams or AWS Support when required.
• Develop and enhance Amazon Connect contact flows in accordance with best practices.
• Support integrations with downstream systems, including CRM platforms, AWS Lambda, APIs, and reporting solutions.
• Perform configuration changes, releases, and BAU updates in line with established change management processes.
• Support call recordings, operational metrics, alarms, and basic reporting requirements.
• Maintain technical documentation and provide inputs for operational handovers, governance reporting, and knowledge management.

Required Skills & Experience -

• Strong hands-on experience with Amazon Connect, including Level 2 support and development activities.
• Experience working with AWS services such as Lambda, IAM, CloudWatch, and S3.
• Good understanding of contact center concepts, including IVR, call routing, queues, and SLAs.
• Experience supporting production systems in a regulated or enterprise environment.
• Ability to work effectively within an ITIL-aligned BAU support model.