Amazon Connect Developer

Persistent Systems; Pune District; Hybrid; INR 1,500,000 - 2,700,000; Full time

Benefits offered by this job

Insurance coverage

Flexible work hours

Long service awards

Project parties

Job summary

Persistent Systems is seeking an experienced Amazon Connect Engineer to design, implement, and support AWS-based contact center solutions. You will work on IVR design, call routing, CCP configuration, and real-time monitoring, leveraging AWS services like Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch.

You will collaborate across CX, IT, and business teams to ensure robust production systems, security, and compliance, while continuously improving contact center performance and customer

Qualifications

• Hands on experience with Amazon Connect.
• Knowledge of Contact Flows, IVR, CCP, Queues, and Routing Profiles.
• Experience integrating Amazon Connect with AWS Lambda.
• Knowledge of Amazon Lex and Amazon Polly.
• Understanding CTI, SIP, VoIP, and PSTN.
• Experience with call routing and reporting.
• Familiarity with AWS IAM, CloudWatch, S3, and DynamoDB.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Design, configure, and maintain Amazon Connect contact center solutions.
• Develop and manage contact flows, routing profiles, queues, and IVR logic.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch.
• Implement call routing, inbound/outbound calling, whisper, transfer, and hold workflows.
• Handle CCP configuration, agent setup, and real-time monitoring.
• Analyze and troubleshoot call flow, telephony, SIP, and CTI issues.
• Monitor contact center performance using reports, metrics, and dashboards.
• Support production issues, perform root‑cause analysis, and implement fixes.

Skills

Amazon Connect

Contact Flows & IVR

CCP & Queues

AWS Lambda integration

Lex & Polly

CTI, SIP, VoIP, PSTN

Call routing & reporting

AWS IAM, CloudWatch, S3, DynamoDB

Troubleshooting

Tools

AWS Lambda

Job description

We are looking for an experienced Amazon Connect Engineer to design, implement, and support AWS based contact center solutions using Amazon Connect. The role requires strong hands-on experience in contact center workflows, IVR design, AWS integrations, and telephony concepts, along with the ability to troubleshoot production issues and support business critical customer experience systems.

• Role: Amazon Connect Developer
• Location: All Persistent Location
• Experience: 3 to 9 Years
• Job Type: Full- Time Employment

What You'll Do:

• Design, configure, and maintain Amazon Connect contact center solutions
• Develop and manage Amazon Connect contact flows, routing profiles, queues, and IVR logic
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch
• Implement call routing, inbound/outbound calling, whisper, transfer, and hold workflows
• Handle CCP configuration, agent setup, and real‑time monitoring
• Analyze and troubleshoot call flow, telephony, SIP, and CTI issues
• Monitor contact center performance using reports, metrics, and dashboards
• Support production issues, perform root‑cause analysis, and implement fixesWork closely with business, CX, and IT teams for enhancement and integration.
• Ensure security, access control, and compliance using AWS IAM and policies

Expertise You'll Bring:

• Hands on experience with Amazon Connect
• Strong knowledge of Contact Flows, IVR, CCP, Queues, and Routing Profiles
• Experience integrating Amazon Connect with AWS Lambda
• Working knowledge of Amazon Lex and Amazon Polly
• Understanding of Contact Center, CTI, SIP, VoIP, and PSTN
• Experience with call routing, inbound/outbound calls, and reporting
• Familiarity with AWS IAM, CloudWatch, S3, and DynamoDB
• Strong troubleshooting and problem-solving skills
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent - persistent.com/careers

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”