Amazon Connect Engineer

UST; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

UST seeks an experienced Amazon Connect Engineer to design, configure, deploy, and optimize contact centre solutions on AWS. You will integrate with Lambda, Lex, S3, and DynamoDB, build reporting and data pipelines, and own end‑to‑end delivery with DevOps collaboration.

The role requires hands‑on AWS experience, PostgreSQL skills, and a focus on security, compliance, and scalable architecture.

Qualifications

• Expertise in designing and deploying Amazon Connect contact centre solutions.
• Hands-on experience with AWS services and data pipelines.
• Strong SQL skills and experience with PostgreSQL and DynamoDB.
• Ability to implement secure, compliant, scalable solutions.

Responsibilities

• Design, configure, and deploy Amazon Connect contact centre solutions.
• Integrate with AWS services like Lambda, Lex, S3, and DynamoDB.
• Develop and maintain contact flows, routing profiles, and agent hierarchies.
• Create real-time and historical reporting using AWS tools and SQL.
• Lead CI/CD deployment practices and documentation.
• Troubleshoot, optimize, and ensure security/compliance.
• Collaborate with cross‑functional teams for end‑to‑end delivery.
• Develop data pipelines using AWS Glue and manage data stores.

Skills

Amazon Connect

AWS Lambda

Contact flows

Lex integration

DynamoDB

S3

PostgreSQL

IAM

CloudWatch

CI/CD

Job description

Position Overview

We are seeking an experienced Amazon Connect Engineer / Developer to design, configure, deploy, and optimize Amazon Connect contact center solutions. The role requires hands-on experience with AWS services, integrations, reporting, data pipelines, PostgreSQL, and deployment practices.

Role Description

We are seeking an experienced Amazon Connect Engineer / Developer to design, configure, deploy, and optimize Amazon Connect contact center solutions. The role requires hands‑on experience with AWS services, integrations, reporting, data pipelines, PostgreSQL, and deployment practices.

The candidate will collaborate with DevOps, engineering, and cross‑functional teams while taking ownership of end‑to‑end solution delivery.

Key Responsibilities

• Design, configure, and deploy Amazon Connect contact center solutions.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, S3, and DynamoDB.
• Develop and maintain custom contact flows, routing profiles, and agent hierarchies.
• Implement real‑time and historical reporting using AWS tools and SQL queries.
• Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring.
• Troubleshoot and optimize existing Amazon Connect implementations.
• Ensure compliance with security and data privacy standards.
• Provide technical documentation and training to internal stakeholders.
• Develop and manage data pipelines using AWS Glue, including job creation, transformation logic, and orchestration.
• Work with PostgreSQL databases for schema design, query development, and performance optimization.
• Build and maintain reporting frameworks and interpret reporting metrics to support operational insights.
• Package, deploy, and manage AWS‑based solutions following CI/CD and best‑practice deployment models.
• Provide technical leadership, take ownership of deliverables, and drive project direction where required.
• Collaborate with cross‑functional teams while ensuring accountability for end‑to‑end solution delivery.

Required Skills & Qualifications

Amazon Connect Expertise

• Build and optimize complex contact flows using Amazon Connect’s drag‑and‑drop interface.
• Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
• Configure whisper prompts, queue hold messages, and error‑handling flows.
• Define agent hierarchies, routing profiles, and user permissions.
• Set up queues, hours of operation, and escalation paths.
• Monitor agent performance and optimize staffing using historical and real‑time metrics.
• Connect Amazon Connect with AWS Lambda for serverless backend logic.
• Use Amazon Lex for conversational IVR and chatbot capabilities.
• Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
• Customize and extend reporting using Amazon Connect’s Contact Trace Records (CTR).
• Use CloudWatch for monitoring, ing, and logging of contact center metrics.
• Implement role‑based access control using AWS IAM.
• Ensure encryption of data in transit and at rest.
• Maintain compliance with industry standards such as HIPAA and PCI‑DSS, where applicable.
• Integrate with CRMs such as ServiceNow.
• Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
• Diagnose call quality issues, latency, and flow errors.

AWS Development Skills

• Proficiency in AWS Lambda using Node.js or Python.
• Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch.
• Familiarity with AWS SDKs and CLI tools.
• Understanding of serverless architecture and event‑driven design.

SQL & Data Handling

• Ability to write basic to intermediate SQL queries.
• Experience with relational databases such as PostgreSQL.
• Understanding of data modeling and reporting.
• Experience with DynamoDB.
• Experience developing and managing data pipelines using AWS Glue.

General Skills

• Strong problem‑solving and analytical skills.
• Excellent communication and documentation abilities.
• Ability to work independently and in a team environment.
• Agile/Scrum experience is a plus.
• Ability to take ownership of deliverables and support end‑to‑end solution delivery.

Preferred Qualifications

• AWS Certified Solutions Architect or Developer.
• Experience with Amazon Lex, Polly, and Transcribe.
• Knowledge of contact center KPIs and analytics.

Skills

Amazon Connect, AWS Lambda