Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid)

5264 Syneos Health India Private Limited; Hyderabad; Hybrid; INR 900,000 - 1,700,000; Full time

Job summary

5264 Syneos Health India Private Limited is seeking a Senior Engineer to own and advance our Amazon Connect telephony platform in Hyderabad. You will design scalable IVR solutions, build automation, and integrate with Salesforce Service Cloud to enhance agent workflows.

The role emphasizes building reusable patterns, reducing manual work, and delivering automated, reliable customer experiences in a hybrid setup with on-site days in Hyderabad.

Responsibilities

• Design and build scalable IVR systems and call routing logic in Amazon Connect.
• Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB.
• Create automation frameworks for telephony workflows, including dynamic routing and configuration management.
• Build reusable components and patterns to standardize development across the platform.
• Design and implement integrations between Amazon Connect and Salesforce Service Cloud.
• Enable seamless, automated data exchange across telephony and enterprise systems.

Job description

Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid)

Syneos Health is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress. Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape. Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need.

Discover what your 25,000 future colleagues already know:

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself.
• Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life.
• We are continuously building the company we all want to work for and our customers want to work with.

Job Responsibilities

Team Mission

Our Technology Operations team enables the Commercial organization to deliver scalable, automated, and reliable customer engagement platforms. We focus on building systems that reduce manual effort, accelerate delivery, and enable consistent, high-quality customer experiences.

The Role

Reporting to the Engineering Lead, you will serve as a builder and technical owner for our Amazon Connect telephony platform. Your primary focus will be designing and developing scalable IVR systems, automation frameworks, and integrations that power our contact center. This role is build-first, with success measured by your ability to create reusable, automated, and scalable solutions that reduce operational overhead and accelerate feature delivery. While you will support complex troubleshooting when needed, your core responsibility is to eliminate recurring issues through better design and automation. You will establish engineering patterns across IVR, backend services, and integrations, enabling Engineer II resources to efficiently deliver within a well-structured and automated platform. This role will work a hybrid schedule in our Hyderabad office, meaning candidates need to be able to attend the office 2- 3 days a week. This is a second shift role (2 pm- 11 pm IST).

What You’ll Do

• Design and build scalable IVR systems and call routing logic in Amazon Connect.
• Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB.
• Create automation frameworks for telephony workflows, including dynamic routing, system-triggered actions, and configuration management.
• Build reusable components and patterns to standardize development across the platform.
• Design and implement integrations between Amazon Connect and Salesforce Service Cloud.
• Build and enhance custom Contact Control Panel (CCP) solutions to support agent workflows.
• Enable seamless, automated data exchange across telephony and enterprise systems.
• Design systems that prevent issues rather than react to them, including strong error handling, fallback logic, and resiliency patterns.
• Implement automated monitoring, alerting, and where possible, self-healing mechanisms.
• Continuously identify and eliminate manual processes through automation.
• Act as an escalation point for complex or recurring issues that require deep technical analysis, with a focus on root cause elimination rather than repeated fixes.
• Mentor Engineer II resources by providing clear designs, reusable patterns, and development standards.
• Break down complex systems into executable work for the broader team.
• Collaborate with Product, QA, and Platform Operations to deliver scalable solutions.
• Communicate technical decisions and trade-offs clearly to stakeholders.

Qualifications