Senior Amazon Connect Solutions Engineer

Aivar Innovations; Bengaluru; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Aivar Innovations is seeking a Senior Amazon Connect Engineer to lead the design, build, and deployment of intelligent contact center solutions on Amazon Connect for enterprise customers.

The role is hands-on and requires architecting production-grade environments, integrating AI features, and solving real-time communications challenges across PSTN/SIP, WebRTC, and API integrations.

Qualifications

• 5+ years on cloud contact centers with Amazon Connect

Responsibilities

• Architect and build Amazon Connect solutions including inbound/outbound flows, IVR, routing, queues, and omnichannel

Skills

Amazon Connect

Cloud contact center

ACD/routing

WebRTC/WebSockets/HTTP2

Python/Node.js

IaC (CDK/CF/TF)

AI feature integration

Delivery leadership

Tools

Lambda

API Gateway

DynamoDB

S3

CloudFormation

Terraform

Job description

About The Role

Aivar is building next-generation cloud contact center solutions with Amazon Connect as the foundational platform, layering GenAI and Agentic AI capabilities on top to transform customer experience delivery. We're looking for a Senior Amazon Connect Engineer to join our Delivery team and lead the design, build, and deployment of intelligent contact center solutions for our customers.

This is a hands-on delivery role — you'll be architecting and implementing production-grade Amazon Connect environments, integrating AI/GenAI features, and solving hard telephony and real-time communication problems for enterprise customers.

What You'll Do

• Architect and build Amazon Connect contact center solutions: inbound/outbound flows, IVR, routing, queues, and omnichannel (voice, chat, email)


• Own telephony end-to-end — PSTN/SIP trunking, number porting, DID/toll-free provisioning, carrier coordination, and outbound campaign setup (predictive/progressive dialing, compliance-aware calling)


• Design and troubleshoot real-time communication layers: WebRTC softphones, WebSocket event streams, HTTP/2 API integrations


• Layer GenAI/Agentic AI onto contact center workflows — virtual agents, real-time agent assist, auto-summarization, sentiment analysis, conversational self-service — using Lex, Bedrock, Contact Lens, or equivalent


• Integrate Connect with CRM/ticketing systems (Salesforce, ServiceNow, etc.) via Lambda and Connect APIs


• Architect for scale, resilience, and security per AWS Well-Architected practices


• Partner with Solutions Architects/pre-sales on scoping; lead technical delivery through go-live


• Advise customers on Amazon Connect's positioning against competing CCaaS platforms


• Produce documentation, runbooks, and knowledge transfer for customer teams

What We're Looking For

• 5+ years on cloud contact center platforms, with strong hands-on Amazon Connect experience across contact flows, ACD/routing, queues, telephony (PSTN, SIP, number porting), and real-time protocols (WebRTC, WebSockets, HTTP/2)


• Domain knowledge of competing CCaaS products (Genesys Cloud, NICE CXone, Five9, Twilio Flex, Avaya) and how Amazon Connect compares


• Hands-on experience implementing AI features on contact center platforms (virtual agents, agent assist, QA automation, summarization), including agentic/LLM patterns (tool use, orchestration, RAG)


• Strong AWS fundamentals — Lambda, API Gateway, DynamoDB, S3, IAM, EventBridge — plus IaC (CDK/CloudFormation/Terraform) and Python or Node.js


• Awareness of contact center compliance needs (PCI-DSS for payment IVR, recording consent, TCPA/DNC, data residency)


• Proven ability to lead customer-facing technical delivery — discovery through go-live — and communicate trade-offs to technical and business stakeholders alike

Nice to Have

• AWS certifications (Solutions Architect or relevant specialty)


• Experience migrating legacy/on-prem contact centers to cloud-native platforms


• Exposure to CCaaS RFP/evaluation processes from a vendor or consulting side