Support Engineer - Cloud Contact Center Operations

Amazon India Limited; Chennai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Support Engineer I to collaborate with operations, product, and tech teams to deliver reliable cloud contact center experiences. You will help design, test, and launch new customer interaction channels, telephony integrations, and contact flow onboarding.

You will apply knowledge of Generative AI and agentic systems to enhance workflows, document runbooks, and provide guidance to teammates.

Qualifications

• 1+ years of software development or 1+ years of technical support experience.
• Experience troubleshooting and debugging technical systems.
• Experience scripting in modern programming languages.

Responsibilities

• Lead end-to-end development of new customer interaction channels and telephony integrations.
• Design, develop, test, launch, and improve self-service software products for contact center capabilities.
• Provide technical guidance and mentor teammates through root cause analysis and problem resolution.

Skills

Software development

Troubleshooting

Scripting

Tools

AWS Lambda

API Gateway

DynamoDB

Job description

Support Engineer I, MLDOPs Engage with operations, product, tech, and program stakeholders to deliver seamless cloud contact center experiences. Lead the end-to-end development of new customer interaction channels, telephony integrations, and contact flow onboarding — from design and development through testing, launch, and continuous improvement. Possess expertise in Generative AI and Agentic systems, with the ability to integrate conversational AI, intelligent routing, and automation into contact center workflows. Leverage this knowledge to enhance customer experience designs and improve builder productivity through AI-driven solutions. Develop deep expertise as a subject matter expert in areas such as IVR logic, omnichannel routing, real-time analytics, or workforce optimization — serving as the technical point of contact for your team. Demonstrate comprehensive understanding of cloud telephony features, CRM integrations, and event-driven service architectures. Demonstrate strong analytical capabilities to investigate technical product and operational issues across voice, chat, and task channels — developing straightforward yet effective solutions. Provide technical guidance while encouraging team members to identify and address root causes. Take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new runbooks and integration guides to support operational excellence. Design, develop, test, launch, and improve self-service software products that empower customers and internal teams to configure and manage contact center capabilities independently. Demonstrate strong leadership by guiding team members through root cause analysis and problem resolution. Act as a collaborative team player who readily steps across functional boundaries to share technical expertise, best practices, and provide valuable guidance to colleagues. Partner proactively with various technology teams to understand their roadmap and assess its impact on contact flow designs, integration architectures, and customer outcomes. Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across proprietary tools, internal applications, and service architectures. Leverage this comprehensive understanding to implement effective bug fixes, system improvements, and scalable enhancements.

About the team

Diverse Experiences AWS values diverse experiences.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• 1+ years of software development, or 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience scripting in modern program languages

Preferred Qualifications

• Experience with serverless architectures (Lambda, API Gateway, DynamoDB)

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.