Amazon Connect Developer

Capgemini; Pune District, Bengaluru, Delhi; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Capgemini seeks an experienced Amazon Connect Developer / AWS Contact Center Engineer to design, develop, and support cloud-based contact center solutions using Amazon Connect and related AWS services.

The role involves building IVR flows, configuring routing, integrating with CRM and backend systems, and delivering scalable contact center features with analytics. Hybrid work across PAN India is expected.

Qualifications

• Experience designing and implementing Amazon Connect-based contact centers.
• Hands-on IVR development and integration with CRM and APIs.
• Knowledge of routing, queues, and agent configurations in contact centers.
• Familiarity with AWS services used to extend Connect functionalities.
• Understanding of CCP customization and contact center analytics.

Responsibilities

• Design, develop, and maintain Amazon Connect contact center solutions.
• Build and configure IVR call flows, routing strategies, queues, and self-service options.
• Integrate Amazon Connect with CRM and third-party systems via APIs.
• Configure call recording, reporting, workforce management, and analytics features.
• Develop Lambda functions to extend Connect capabilities and troubleshoot issues.
• Support deployments and ongoing maintenance with stakeholders.

Skills

Amazon Connect experience

IVR development

Contact Center technologies

REST APIs & system integrations

CCP customization

Contact center reporting & analytics

Stakeholder management

Tools

AWS Lambda

API Gateway

Amazon Lex

DynamoDB

S3

CloudWatch

IAM

Job description

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Job Description Amazon Connect Developer / Contact Center Engineer

Position: Amazon Connect Developer / AWS Contact Center Engineer
Experience: 4+ Years
Location: PAN India / Hybrid
Employment Type: Full-Time

Job Summary

We are seeking an experienced Amazon Connect Developer with strong expertise in IVR, Contact Center Solutions, and AWS Connect. The ideal candidate will be responsible for designing, developing, implementing, and supporting cloud-based contact center solutions using Amazon Connect and related AWS services.

Key Responsibilities

• Design, develop, and maintain Amazon Connect contact center solutions.
• Build and configure IVR call flows, routing strategies, queues, and customer self-service solutions.
• Integrate Amazon Connect with CRM, third-party applications, APIs, and backend systems.
• Configure and manage contact center features such as call recording, reporting, workforce management, and analytics.
• Develop Lambda functions and use AWS services to extend Amazon Connect capabilities.
• Troubleshoot and resolve contact center application issues and performance bottlenecks.
• Collaborate with business stakeholders to gather requirements and deliver scalable solutions.
• Support production deployments and ongoing maintenance activities.

Required Skills

• Strong hands-on experience with Amazon Connect (AWS Connect).
• Experience in IVR development and Contact Center technologies.
• Knowledge of contact routing, call flows, queue management, and agent configurations.
• Experience with AWS services such as:
• AWS Lambda
• API Gateway
• Amazon Lex
• DynamoDB
• S3
• CloudWatch
• IAM
• Understanding of REST APIs and system integrations.
• Experience with Contact Control Panel (CCP) customization.
• Knowledge of contact center reporting and analytics.

Preferred Skills

• Experience with AI-powered chatbots and voice bots using Amazon Lex.
• Knowledge of Genesys, Avaya, Cisco Contact Center, NICE CXone, or similar platforms.
• AWS Certification is an added advantage.
• Strong communication and stakeholder management skills.