Agile Software Engineer Contact Center Amazon Connect

D4 Insight; Hyderabad; Presencial; INR 3.800.000 - 7.000.000; Jornada completa

Descripción de la vacante

D4 Insight in Hyderabad, India, seeks an experienced Agile Software Engineer to design, develop, and support scalable cloud-based contact center solutions. You will work with Amazon Connect, AWS services, and AI-enabled features to deliver omnichannel customer experiences.

You will build and maintain contact center flows, serverless APIs, and integrations while embracing CI/CD automation and Agile practices.

Formación

• 14+ years of software engineering experience.
• Hands-on with Amazon Connect or CCaaS platforms (Genesys Cloud, NICE, Five9).
• Knowledge of IVR flows, routing logic, telephony integrations, and omnichannel CX.
• Experience with AWS IAM, Lambda, API Gateway, DynamoDB, S3, and RDS.
• Experience with Jenkins, AWS CodePipeline, Git, and CI/CD automation.
• Familiarity with Agile methodologies (Scrum/Kanban) and Jira/Rally.
• Strong analytical, problem-solving, communication and collaboration skills.

Responsabilidades

• Develop and maintain Amazon Connect solutions using Contact Flow Designer, AWS Lambda, and DynamoDB.
• Build IVR/contact flows, routing logic, telephony integrations, and voice, chat, and email capabilities.
• Support contact center migration and modernization initiatives.
• Design integrations between contact center platforms and enterprise systems.
• Develop APIs, microservices, and serverless solutions using AWS services.
• Apply AI tools to improve development productivity, testing, refactoring, and documentation.
• Contribute to AI-enabled customer experience capabilities, including intelligent routing and automation.
• Collaborate with Product Owners and Agile teams to refine user stories and deliver production-ready software.
• Develop automated unit and integration tests, conduct code reviews, and troubleshoot production issues.

Conocimientos

Amazon Connect

CI/CD automation

AWS

Serverless

Agile

Communication

Herramientas

Jenkins

AWS CodePipeline

Git

Lambda

DynamoDB

API Gateway

S3

RDS

Descripción del empleo

Job Description

Location: Hyderabad, India

Experience

14+ Years

Role Overview

We are looking for experienced Agile Software Engineer to design, develop, and support scalable cloud-based contact center solutions. The role focuses on Amazon Connect, AWS services, CI/CD automation, omnichannel customer experiences, and AI-enabled contact center capabilities.

Key Responsibilities

• Develop and maintain Amazon Connect solutions using Contact Flow Designer, AWS Lambda, and DynamoDB.
• Build IVR/contact flows, routing logic, telephony integrations, and voice, chat, and email capabilities.
• Support contact center migration and modernization initiatives.
• Design integrations between contact center platforms and enterprise systems.
• Develop APIs, microservices, and serverless solutions using AWS services.
• Apply AI tools to improve development productivity, testing, refactoring, and documentation.
• Contribute to AI-enabled customer experience capabilities, including intelligent routing and automation.
• Collaborate with Product Owners and Agile teams to refine user stories and deliver production-ready software.
• Develop automated unit and integration tests, conduct code reviews, and troubleshoot production issues.

Required Skills & Experience

• 14+ years of overall software engineering experience.
• Hands-on experience with Amazon Connect or similar CCaaS platforms such as Genesys Cloud, NICE, or Five9.
• Knowledge of IVR/contact flows, routing logic, telephony integrations, and omnichannel customer experience solutions.
• Experience with AWS IAM, Lambda, API Gateway, DynamoDB, S3, and RDS.
• Experience with Jenkins, AWS CodePipeline, Git, and CI/CD automation.
• Familiarity with Agile methodologies, including Scrum or Kanban, and tools such as Jira or Rally.
• Strong analytical, problem-solving, communication, and collaboration skills.

Good to Have

• AI development tools
• Kafka
• SNS/SQS
• CloudWatch
• Splunk
• Terraform
• CloudFormation
• AWS certifications
• large-scale cloud or contact center transformation experience