Agile Software Engineer – Contact Center (Amazon Connect)

D4 Insight; Hyderabad; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

D4 Insight in Hyderabad, India, seeks an experienced Agile Software Engineer to design, develop, and support scalable cloud-based contact center solutions focused on Amazon Connect and AWS services. The role requires 14+ years of relevant experience and strong expertise in CI/CD automation and AI-enabled customer experiences.

You will collaborate with Product Owners and Agile teams to refine user stories, implement serverless solutions, and ensure production readiness across voice, chat, and

Qualifications

• 14+ years of software engineering experience.
• Hands-on with Amazon Connect or similar CCaaS platforms (Genesys Cloud, NICE, Five9).
• Knowledge of IVR/contact flows, routing logic, telephony integrations, and omnichannel customer experiences.

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.

Skills

Amazon Connect

AWS Lambda

DynamoDB

CI/CD automation

Serverless

Agile/Scrum/Kanban

Jira

Communication

Job description

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.

Location: Hyderabad, India

Experience: 14+ Years

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, and large-scale cloud or contact center transformation experience.