Amazon Connect Engineer

Genpact; Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Genpact Ltd. is hiring for multiple roles across NCR, Pune, Bangalore, Hyderabad, and Mumbai. We seek an experienced Amazon Connect (AWS) professional to design, build, enhance, and support scalable CCaaS platforms using Amazon Connect and AWS services.

Responsibilities include crafting contact flows, IVR, routing, and omnichannel solutions, plus L2/L3 production support and issue resolution. Ideal candidates have 5–10 years IT experience with 3+ years in Amazon Connect and strong AWS knowledge.

Qualifications

• 5–10 years IT experience with minimum 3+ years on Amazon Connect.
• Strong knowledge of AWS services (Connect, Lambda, CloudWatch, S3, DynamoDB/RDS, IAM).
• Experience in REST APIs and contact center concepts.
• Experience in AI and agentic capabilities.

Responsibilities

• Design and develop Amazon Connect contact flows, IVR, queues, and routing.
• Build integrations using AWS Lambda, API Gateway, DynamoDB/RDS, and CRM systems (e.g., Salesforce).
• Implement omnichannel solutions (voice, chat, tasks).
• Provide L2/L3 production support, troubleshoot issues, and perform root cause analysis.
• Monitor systems using CloudWatch and coordinate with AWS support teams.

Skills

Amazon Connect

AWS services

CloudWatch

REST APIs

CRM integrations

Tools

Salesforce

AWS Lex

Job description

Hiring for multiple roles and across locations ( NCR , Pune , Bangalore , Hyderabad & Mumbai)

We are looking for an experienced Amazon Connect (AWS) professional to work on development and L2/L3 support for Contact Center as a Service (CCaaS) solutions. The role involves designing, building, enhancing, and supporting scalable contact center platforms using Amazon Connect and AWS services.

The role involves designing, building, enhancing, and supporting scalable contact center platforms using Amazon Connect and AWS services.

Responsibilities

• Design and develop Amazon Connect contact flows, IVR, queues, and routing
• Build integrations using AWS Lambda, API Gateway, DynamoDB/RDS, and CRM systems (e.g., Salesforce)
• Implement omnichannel solutions (voice, chat, tasks)
• Provide L2/L3 production support, troubleshoot issues, and perform root cause analysis
• Monitor systems using CloudWatch and coordinate with AWS support teams

Required Skills

• 5 –10 years of IT experience with minimum 3+ years on Amazon Connect
• Strong knowledge of AWS services (Connect, Lambda, CloudWatch, S3, DynamoDB/RDS, IAM)
• Experience in Amazon Bedrock , REST APIs and contact center concepts
• Experience in AI and agentic capabilities

Preferred Skills

• Salesforce or CRM integrations experience
• AWS Lex, Polly, Transcribe, Contact Lens knowledge