Amazon Connect Engineer

Genpact; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Genpact is hiring for experienced Amazon Connect (AWS) professionals to design, build, and support scalable CCaaS solutions. The role focuses on contact center platforms using Amazon Connect and AWS services across multiple locations in NCR, Pune, Bangalore, Hyderabad, and Mumbai.

Key responsibilities include developing contact flows, building Lambda/API integrations, and delivering omnichannel experiences with L2/L3 support and monitoring via CloudWatch.

Qualifications

• 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.

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

REST APIs

AI capabilities

Tools

AWS Lambda

API Gateway

DynamoDB/RDS

CRM integrations

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