AWS Connect Engineer - S

Tata Consultancy Services Limited; India; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in India is seeking a seasoned AWS/Contact Center engineer to design, deploy, and optimize Amazon Connect-based solutions. You will work on IVR, routing, queues, and omnichannel capabilities, integrating with CRM and other enterprise apps.

You will also build serverless workflows and conversational AI to enhance customer experience. The role involves collaboration with business stakeholders, solutions architects, and operations to ensure secure, scalable, and compliant

Qualifications

• Experience designing and deploying contact center solutions using Amazon Connect.
• Experience with IVR, routing, queues, and customer self-service.
• Experience enabling omnichannel capabilities (voice, chat, email, tasks).
• Experience integrating Connect with CRM/ERP/ServiceNow/Salesforce and custom platforms.

Responsibilities

• Design, configure, and deploy contact center solutions on Amazon Connect.
• Develop and maintain IVR, routing, queue management, and self-service apps.
• Implement omnichannel capabilities including voice, chat, email, and tasks.
• Configure contact flows, queues, routing profiles, user management, dashboards.
• Integrate Connect with enterprise apps like CRM, ERP, ServiceNow, Salesforce.
• Develop serverless workflows using AWS Lambda to automate processes.
• Configure Lex bots and conversational AI capabilities.
• Implement call recording, quality monitoring, and analytics.
• Develop REST APIs and integrations using AWS tools.
• Troubleshoot production issues and optimize platform performance.
• Ensure security, governance, and data privacy compliance.
• Participate in solution architecture and cloud migration discussions.
• Monitor system health, capacity, and operational metrics.
• Collaborate with stakeholders to improve customer experience.

Skills

Amazon Connect

IVR Design

ACD

CTI

WFM

CX Solutions

Python

Node.js

JavaScript

Java

REST APIs

Microservices

Serverless Apps

Tools

AWS Lambda

Amazon Lex

S3

DynamoDB

API Gateway

SNS

SQS

Kinesis

IAM

CloudWatch

Step Functions

EventBridge

Job description

Key Responsibilities

• Design, configure, and deploy contact center solutions using Amazon Connect.
• Develop and maintain IVR, call routing, queue management, and customer self-service applications.
• Implement omnichannel communication capabilities including voice, chat, email, and task management.
• Configure contact flows, routing profiles, queues, user management, and reporting dashboards.
• Integrate Amazon Connect with enterprise applications such as CRM, ERP, ServiceNow, Salesforce, and custom platforms.
• Develop serverless solutions using AWS Lambda to automate contact center workflows.
• Configure and optimize Amazon Lex chatbots and conversational AI solutions.
• Implement call recording, quality management, and customer analytics capabilities.
• Develop APIs and integrations using RESTful services and AWS integration tools.
• Troubleshoot production issues and optimize platform performance.
• Ensure compliance with security, governance, and data privacy requirements.
• Participate in solution architecture discussions and cloud migration initiatives.
• Monitor system health, capacity planning, and operational metrics.
• Collaborate with business stakeholders, operations teams, and solution architects to improve customer experience.

Required Skills & Qualifications

Amazon Connect Expertise

• Amazon Connect
• Contact Flows
• Routing Profiles
• Queues
• User Management
• Contact Lens
• Real-Time Metrics
• Historical Reporting
• Task Management
• Chat and Voice Channels

AWS Services

• AWS Lambda
• Amazon Lex
• Amazon S3
• Amazon DynamoDB
• Amazon API Gateway
• Amazon SNS
• Amazon SQS
• Amazon Kinesis
• AWS IAM
• CloudWatch
• AWS Step Functions
• Amazon EventBridge

Development Skills

• Strong programming experience in:
  • Python
  • Node.js
  • JavaScript
  • Java (preferred)
• Experience developing:
  • REST APIs
  • Microservices
  • Serverless Applications

Contact Center Technologies

• Understanding of:
  • IVR Design
  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Workforce Management (WFM)
  • Customer Experience (CX) Solutions
  • Call Recording and Quality Monitoring
  • Omnichannel Contact Centers

Integration Technologies

• Experience integrating with:
  • Salesforce
  • ServiceNow
  • Zendesk
  • Microsoft Dynamics 365
  • CRM platforms
  • Third-Party Telephony Systems