AWS Connect Lead

Synectics APAC; Bengaluru; Vor Ort; INR 2.800.000 - 4.200.000; Vollzeit

Zusammenfassung

Synectics APAC in Bengaluru seeks a lead for Amazon Connect and AWS developers to drive design, delivery, and mentoring across voice, chat, and digital journeys.

You will develop Contacts Flows, IVR, and integrations with CRM and enterprise apps, using serverless AWS services and promoting secure, compliant solutions for financial services. Strong leadership and architecture focus are required.

Qualifikationen

• Strong hands-on experience with Amazon Connect and production-grade contact centre solutions.
• Experience designing Contact Flows, IVR, routing, queues and customer journeys.
• Proficient in AWS services used for serverless integrations and observability.
• Security-first mindset with regulatory and audit awareness in financial services.

Aufgaben

• Lead a team of Amazon Connect and AWS developers including planning, reviews and delivery.
• Design and implement Connect solutions for voice, chat, and digital journeys.
• Establish CI/CD, IaC, automated testing and controlled releases.
• Coordinate with risk, compliance, and business teams to meet security and regulatory requirements.

Kenntnisse

Amazon Connect

Contact centre design

IVR & Flows

DevOps CI/CD

Security best practices

Tools

AWS Lambda

Amazon Lex

DynamoDB

API Gateway

Kinesis

S3

CloudWatch

IAM

KMS

EventBridge

Jobbeschreibung

• Lead a team of Amazon Connect and AWS developers, including technical planning, code reviews, mentoring, and delivery.
• Design and implement Amazon Connect solutions for voice, chat, and digital customer journeys.
• Develop and configure Contact Flows, IVR, routing, queues, prompts, and integrations.
• Design integrations between Amazon Connect and CRM, core banking, fraud, and other enterprise applications.
• Develop serverless integrations using AWS Lambda, API Gateway, DynamoDB, EventBridge, Kinesis, and S3.
• Work with Amazon Lex for conversational IVR and self-service solutions.
• Implement monitoring, logging, alerting, and troubleshooting using Amazon CloudWatch.
• Apply security best practices using IAM, KMS, encryption, least-privilege access, and PII protection.
• Design solutions for scalability, high availability, resilience, and disaster recovery.
• Establish CI/CD pipelines, Infrastructure as Code (IaC), automated testing, and controlled release processes.
• Work with Risk, Compliance, InfoSec, and business teams to ensure solutions meet financial-services security and regulatory requirements.
• Support PCI DSS, data protection, call recording, audit, and PII requirements.
• Act as the technical escalation point for critical production incidents and lead root-cause analysis.
• Prepare technical architecture documents, solution designs, integration specifications, and operational documentation.
• Coordinate with AWS, implementation partners, and third-party vendors.

Key Responsibilities

• Lead a team of Amazon Connect and AWS developers, including technical planning, code reviews, mentoring, and delivery.
• Design and implement Amazon Connect solutions for voice, chat, and digital customer journeys.
• Develop and configure Contact Flows, IVR, routing, queues, prompts, and integrations.
• Design integrations between Amazon Connect and CRM, core banking, fraud, and other enterprise applications.
• Develop serverless integrations using AWS Lambda, API Gateway, DynamoDB, EventBridge, Kinesis, and S3.
• Work with Amazon Lex for conversational IVR and self-service solutions.
• Implement monitoring, logging, alerting, and troubleshooting using Amazon CloudWatch.
• Apply security best practices using IAM, KMS, encryption, least-privilege access, and PII protection.
• Design solutions for scalability, high availability, resilience, and disaster recovery.
• Establish CI/CD pipelines, Infrastructure as Code (IaC), automated testing, and controlled release processes.
• Work with Risk, Compliance, InfoSec, and business teams to ensure solutions meet financial-services security and regulatory requirements.
• Support PCI DSS, data protection, call recording, audit, and PII requirements.
• Act as the technical escalation point for critical production incidents and lead root-cause analysis.
• Prepare technical architecture documents, solution designs, integration specifications, and operational documentation.
• Coordinate with AWS, implementation partners, and third-party vendors.

Mandatory Technical Skills

Amazon Connect

• Strong hands-on experience with Amazon Connect.
• Experience designing and implementing production-grade contact centre solutions.
• Strong knowledge of Contact Flows, IVR, routing, queues, contact attributes, and customer journeys.
• Experience with voice and digital/contact-center integrations.

Strong Hands-on Experience With Several Of The Following

• AWS Lambda
• Amazon Lex
• Amazon DynamoDB
• Amazon API Gateway
• Amazon Kinesis
• Amazon S3
• Amazon CloudWatch
• AWS IAM
• AWS KMS
• Amazon EventBridge

DevOps & Architecture

• CI/CD
• Infrastructure as Code
• Cloud-native architecture
• API and system integration
• Monitoring and logging
• High availability and disaster recovery
• Secure cloud architecture

Domain Experience

Financial Services experience is mandatory, preferably in one or more of:

• Banking
• Insurance
• Lending
• Payments
• FinTech

Candidates should have experience working with regulated customer-service/contact-center environments and understand requirements related to security, privacy, compliance, and audit.

Leadership Requirements

• Experience leading or mentoring a team of AWS / Amazon Connect developers.
• Ability to conduct technical design and code reviews.
• Strong ownership of technical delivery and solution quality.
• Ability to troubleshoot complex production issues.
• Strong communication skills with business, technology, security, risk, and compliance stakeholders.

Preferred Skills

• AWS Certified Solutions Architect - Professional.
• Experience migrating from Avaya, Cisco, Genesys, or NICE to Amazon Connect.
• Experience with Salesforce Service Cloud Voice or other CRM-integrated agent desktops.
• Experience with Amazon Q in Connect, Contact Lens, or Amazon Bedrock.
• Experience implementing Generative AI / LLM capabilities in contact centers.
• Knowledge of WFM, QM, and contact center analytics.