AWS Connect Solution Engineer

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

Job summary

Pronix Inc. is seeking experienced AWS Connect professionals to design and implement cloud-based contact center solutions at our Gachibowli, Hyderabad office.

The role emphasizes hands-on Amazon Connect design, integration with AWS services, and collaboration with business teams to enhance customer experience and agent productivity. The position is full-time, onsite with 2-11 PM IST shifts, requiring strong stakeholder communication and documentation skills to lead implementation and production

Qualifications

• Hands-on design and implementation of Amazon Connect solutions.
• Experience with AWS services for integration and automation (Lambda, Lex, S3, CloudWatch, API Gateway, DynamoDB, IAM).
• Knowledge of contact center tech including IVR, routing, and workforce workflows.
• Ability to design integrations with CRM platforms (Salesforce, ServiceNow, Zendesk).

Responsibilities

• Design and architect Amazon Connect-based contact center solutions for voice, chat, IVR, routing, reporting, and automation.
• Gather business and technical requirements from stakeholders and translate them into scalable designs.
• Configure Amazon Connect flows, queues, routing profiles, prompts, and integrations.
• Integrate Amazon Connect with CRM, ticketing, databases, APIs, Lambda, Lex, S3, CloudWatch, and other AWS services.
• Provide guidance on security, scalability, reliability, monitoring, and best practices.
• Support implementation teams during development, testing, deployment and production support.
• Collaborate with business teams to improve customer experience and operational efficiency.

Skills

Strong communication

Stakeholder management

Solution documentation

Requirements gathering

Tools

Amazon Connect

AWS Lambda

AWS Lex

Amazon S3

Amazon CloudWatch

API Gateway

DynamoDB

IAM

Job description

Full Time – Onsite (No Transport / No Hybrid / No Remote)

Shifts: 2-11PM IST - all 5 days in office

Work Location: Gachibowli – HYD.

Immediate requirement for experienced AWS Connect Solution Engineers / Lead Engineers / Architects to design, implement, and production support cloud-based contact center solutions using Amazon Connect and related AWS services.

Responsibilities:

• Design and architect Amazon Connect-based contact center solutions for voice, chat, IVR, routing, reporting, and automation.
• Gather business and technical requirements from stakeholders and translate them into scalable solution designs.
• Configure Amazon Connect flows, queues, routing profiles, prompts, contact attributes, and integrations.
• Integrate Amazon Connect with CRM, ticketing systems, databases, APIs, Lambda, Lex, S3, CloudWatch, and other AWS services.
• Provide technical guidance on security, scalability, reliability, monitoring, and best practices.
• Support implementation teams during development, testing, deployment, and production support.
• Collaborate with business teams to improve customer experience, agent productivity, and operational efficiency.

Required Skills:

• Strong hands-on experience with Amazon Connect solution design and implementation.
• Experience with AWS services such as Lambda, Lex, S3, CloudWatch, API Gateway, DynamoDB, IAM, and related integration services.
• Knowledge of contact center technologies, IVR, call routing, workforce workflows, and customer service operations.
• Ability to design integrations with CRM platforms such as Salesforce, ServiceNow, Zendesk, or similar systems.
• Strong communication, stakeholder management, and solution documentation skills.

Preferred Qualifications:

• AWS Certified Solutions Architect or relevant AWS certification.
• Experience with conversational AI, chatbots, voice bots, and contact center automation.
• Experience with reporting, analytics, call recordings, and contact center performance dashboards.