Amazon Connect Engineer

Coforge; Dadri; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Coforge is seeking an Amazon Connect Engineer in India to provide Level 2 engineering and development support for the Amazon Connect contact center platform. You will handle contact flows, queues, routing, and agent configurations, while ensuring stability and timely incident resolution.

Required are 8–14 years of experience, hands-on Amazon Connect work, and strong AWS services knowledge (Lambda, IAM, CloudWatch, S3).

Qualifications

• 8-14 years of experience in relevant roles.
• Hands-on experience with Amazon Connect and Level 2 support.
• Experience with AWS services like Lambda, IAM, CloudWatch, and S3.
• Understanding of contact center concepts (IVR, routing, queues, SLAs).
• Experience in regulated/enterprise production environments.
• ITIL-aligned BAU support experience.

Responsibilities

• Provide Level 2 engineering and development support for the Amazon Connect platform, ensuring stability and performance.
• Provide Level 2 support for Amazon Connect including contact flows, routing profiles, queues, hours of operation, and agent configurations.
• Troubleshoot and resolve incidents within SLAs, escalating to Level 3 or AWS Support when required.
• Develop and enhance Amazon Connect contact flows per best practices.
• Support integrations with downstream systems, including CRM, AWS Lambda, APIs, and reporting solutions.
• Perform configuration changes, releases, and BAU updates per change management processes.
• Support call recordings, operational metrics, alarms, and basic reporting requirements.
• Maintain technical documentation and inputs for handovers and governance reporting.

Skills

Amazon Connect

AWS services

Contact center concepts

ITIL BAU

Incident resolution

Tools

Terraform

APIs

Bedrock

Job description

Skills - Amazon Connect, Contact Lens, Bedrock, Terraform, API & AWS

Experience - 8 - 14 years

We at Coforge are hiring an Amazon Connect Engineer with the following skillset:

Key Responsibilities -

• Provide Level 2 engineering and development support for the Amazon Connect contact center platform, ensuring stability, optimal performance, and timely resolution of incidents, defects, and minor enhancements.
• Provide Level 2 support for Amazon Connect, including contact flows, routing profiles, queues, hours of operation, and agent configurations.
• Troubleshoot and resolve incidents and service requests within agreed SLAs, escalating to Level 3 teams or AWS Support when required.
• Develop and enhance Amazon Connect contact flows in accordance with best practices.
• Support integrations with downstream systems, including CRM platforms, AWS Lambda, APIs, and reporting solutions.
• Perform configuration changes, releases, and BAU updates in line with established change management processes.
• Support call recordings, operational metrics, alarms, and basic reporting requirements.
• Maintain technical documentation and provide inputs for operational handovers, governance reporting, and knowledge management.

Required Skills & Experience -

• Strong hands-on experience with Amazon Connect, including Level 2 support and development activities.
• Experience working with AWS services such as Lambda, IAM, CloudWatch, and S3.
• Good understanding of contact center concepts, including IVR, call routing, queues, and SLAs.
• Experience supporting production systems in a regulated or enterprise environment.
• Ability to work effectively within an ITIL-aligned BAU support model.