Amazon Connect Technical Lead Engineer

Firstsource; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Firstsource Solutions Limited in Hyderabad, India seeks an experienced Amazon Connect Technical Lead to own post-go-live platform governance, production configuration, and incident management. You will supervise L1/L2 support, review fixes, and maintain contact-flow documentation while coordinating with AWS Enterprise Support.

The role requires strong experience in contact-center tech, IAM, CloudWatch, and Terraform/CloudFormation, with a focus on reliable, scalable operations and client

Qualifications

• 5-8 years of contact-center technology support/operations experience.
• 3+ years of hands-on Amazon Connect experience.
• Knowledge of Contact Flow Designer, routing profiles, queues and hours of operation; AWS Lambda.
• Experience leading L1/L2 support teams and rostering.
• Experience managing change control and release processes in prod.
• Strong incident management, Sev-1 bridge calls and client comms.
• Working knowledge of IAM, CloudWatch, CloudFormation or Terraform.

Responsibilities

• Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation.
• Manage production configuration changes through impact assessment, review, testing, rollout and rollback.
• Review L2 fixes involving Contact Flows and AWS Lambda before production deployment.
• Maintain documentation for contact flows, integrations, and platform dependencies.
• Lead Sev-1/Sev-2 incidents and act as senior technical POC for engineering and client stakeholders.
• Collaborate with implementation teams to ensure support readiness before new features go live.
• Coordinate with AWS Enterprise Support for platform-level issues and escalations.
• Monitor and report key Amazon Connect and contact-center performance metrics.

Skills

Contact Center Technology

Incident Management

L1/L2 Support Leadership

Change Control & Release

Documentation & Governance

Tools

Amazon Connect

IAM

CloudWatch

CloudFormation

Terraform

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL), is a specialized global business process services partner delivering transformational solutions across the customer lifecycle.

We work across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other diverse industries. With a presence across the US, UK, India, Mexico, Australia, South Africa, and the Philippines, we help clients solve complex challenges through domain expertise, technology, data, and analytics.

About the Role

We are looking for an experienced Amazon Connect Technical Lead / Platform & Configuration Owner to take ownership of post-go-live platform governance, production configuration, technical support, and critical incident management.

Key Responsibilities

• Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation.
• Manage production configuration changes through impact assessment, review, testing, rollout, and rollback.
• Review L2 fixes involving Contact Flows and AWS Lambda before production deployment.
• Maintain documentation for contact flows, integrations, and platform dependencies.
• Lead Sev-1/Sev-2 incidents and act as the senior technical point of contact for engineering and client stakeholders.
• Work closely with implementation teams to ensure support readiness before new features go live.
• Coordinate with AWS Enterprise Support for platform-level issues and escalations.
• Monitor and report key Amazon Connect and contact-center performance metrics.

Must-Have Skills

• 5-8 years of contact-center technology support/operations experience, including 3+ years of hands-on Amazon Connect experience.
• Strong knowledge of Contact Flow Designer, routing profiles, queues, hours of operation, and AWS Lambda.
• Experience leading/supervising L1/L2 support teams, including rostering and performance management.
• Experience managing change control and release processes in a production environment.
• Strong incident management skills, including leading Sev-1 bridge calls and client communication.
• Working knowledge of IAM, CloudWatch, and CloudFormation or Terraform.

Good to Have

• AWS Solutions Architect - Associate or higher.
• Experience with follow-the-sun/multi-geo support models.
• ITIL Foundation or Incident/Problem Management certification.
• Experience in BPO/BPM or managed services supporting enterprise clients.

Disclaimer

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage.