AWS Connect Senior Engineers - S

Tata Consultancy Services; Kolkata District, Chennai District, Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Cloud/Contact Center Engineer to design, implement, and support Amazon Connect-based solutions in a scalable enterprise environment. You will configure contact flows, implement omnichannel channels, and integrate with CRM systems to optimize customer experience.

The role requires 8+ years in contact center tech and 5+ years with Amazon Connect, plus strong REST API and scripting skills. Kolkata-based position with global scope.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related.
• 8+ years in Contact Center technologies and Cloud Engineering.
• 5+ years hands-on with Amazon Connect implementations.
• Strong experience designing and configuring Amazon Connect environments.
• Expertise in IVR design, contact routing, call flows, and CX optimization.
• Experience with AWS services including: Amazon Connect, AWS Lambda, Amazon Lex, Amazon S3, DynamoDB, API Gateway, CloudWatch, IAM, Secrets Manager, SNS/SQS.
• Experience integrating Amazon Connect with CRM platforms (Salesforce, ServiceNow, Zendesk, Dynamics).
• Strong understanding of contact center operations, telephony concepts, SIP, and VoIP.
• Knowledge of REST APIs, web services, and system integrations.
• Proficiency in Python, Node.js, or Java; Git and CI/CD deployment.

Responsibilities

• Design, develop, and support Amazon Connect contact center solutions.
• Configure and manage contact flows, routing profiles, queues, hours of operation, and user management.
• Develop and maintain IVR, self-service, and customer interaction workflows.
• Integrate Amazon Connect with CRM systems, enterprise apps, databases, and third‑party platforms.
• Implement omnichannel solutions including voice, chat, and messaging services.
• Design and develop serverless solutions using AWS Lambda and API integrations.
• Optimize contact center performance, call routing, and CX.
• Troubleshoot and resolve production issues related to telephony, flows, integrations, and AWS services.
• Implement monitoring, alerting, and reporting using AWS-native tools.
• Ensure compliance with security, governance, and operational standards.
• Participate in solution design, capacity planning, and architecture discussions.
• Mentor junior engineers and contribute to contact center best practices.

Skills

Amazon Connect design

AWS cloud engineering

IVR design

SIP/VoIP

REST APIs

Python/Node.js/Java

Git & CI/CD

Troubleshooting

CRM integration

Mentoring

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Amazon Connect

AWS Lambda

Amazon Lex

Amazon S3

Amazon DynamoDB

Amazon API Gateway

Amazon CloudWatch

AWS IAM

AWS Secrets Manager

Amazon SNS/SQS

Job description

Key Responsibilities

• Design, develop, and support Amazon Connect contact center solutions.
• Configure and manage contact flows, routing profiles, queues, hours of operation, and user management within Amazon Connect.
• Develop and maintain IVR, self-service, and customer interaction workflows.
• Integrate Amazon Connect with CRM systems, enterprise applications, databases, and third‑party platforms.
• Implement omnichannel communication solutions including voice, chat, and messaging services.
• Design and develop serverless solutions using AWS Lambda and API integrations.
• Optimize contact center performance, call routing strategies, and customer experience.
• Troubleshoot and resolve production issues related to telephony, contact flows, integrations, and AWS services.
• Implement monitoring, alerting, and reporting solutions using AWS-native tools.
• Ensure compliance with security, governance, and operational standards.
• Participate in solution design, capacity planning, and architecture discussions.
• Mentor junior engineers and contribute to contact center best practices and standards.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8+ years of experience in Contact Center technologies and Cloud Engineering.
• 5+ years of hands‑on experience with Amazon Connect implementations.
• Strong experience designing and configuring Amazon Connect environments.
• Expertise in IVR design, contact routing, call flows, and customer experience optimization.
• Experience with AWS services including:
• Amazon Connect
• AWS Lambda
• Amazon Lex
• Amazon S3
• Amazon DynamoDB
• Amazon API Gateway
• Amazon CloudWatch
• AWS IAM
• AWS Secrets Manager
• Amazon SNS/SQS
• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, Zendesk, or Microsoft Dynamics.
• Strong understanding of contact center operations, telephony concepts, SIP, and Voice over IP (VoIP).
• Knowledge of REST APIs, web services, and system integrations.
• Proficiency in scripting or programming languages such as Python, Node.js, or Java.
• Experience with Git and CI/CD deployment methodologies.
• Strong troubleshooting and analytical skills.