Amazon Connect Technical Lead Engineer

Firstsource · India

About Firstsource

Firstsource Solutions Limited , an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL), is a specialized global business process services partner delivering transformational solutions across the customer lifecycle.

We work across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail , and other diverse industries. With a presence across the US, UK, India, Mexico, Australia, South Africa, and the Philippines , we help clients solve complex challenges through domain expertise, technology, data, and analytics.

About the Role

We are looking for an experienced Amazon Connect Technical Lead / Platform & Configuration Owner to take ownership of post-go-live platform governance, production configuration, technical support, and critical incident management.

Key Responsibilities

• Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation .
• Manage production configuration changes through impact assessment, review, testing, rollout, and rollback.
• Review L2 fixes involving Contact Flows and AWS Lambda before production deployment.
• Maintain documentation for contact flows, integrations, and platform dependencies.
• Lead Sev-1/Sev-2 incidents and act as the senior technical point of contact for engineering and client stakeholders.
• Work closely with implementation teams to ensure support readiness before new features go live.
• Coordinate with AWS Enterprise Support for platform-level issues and escalations.
• Monitor and report key Amazon Connect and contact-center performance metrics .

Must-Have Skills

• 5–8 years of contact-center technology support/operations experience, including 3+ years of hands-on Amazon Connect experience .
• Strong knowledge of Contact Flow Designer, routing profiles, queues, hours of operation, and AWS Lambda .
• Experience leading/supervising L1/L2 support teams , including rostering and performance management.
• Experience managing change control and release processes in a production environment.
• Strong incident management skills, including leading Sev-1 bridge calls and client communication .
• Working knowledge of IAM, CloudWatch, and CloudFormation or Terraform .

Good to Have

• AWS Solutions Architect – Associate or higher.
• Experience with follow-the-sun/multi-geo support models .
• ITIL Foundation or Incident/Problem Management certification.
• Experience in BPO/BPM or managed services supporting enterprise clients.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.