Custom Software Engineer
On-sitePune, Maharashtra, India
Job Summary
Lead end-to-end ownership of cloud-based contact center transformation initiatives, designing, coding, and enhancing components across systems using Amazon Connect, AWS Lambda, and API Gateway. Drive proposal responses to client RFPs and RFIs while collaborating with market unit leaders to define talent requirements and align capability development with business needs. Build and expand the practice by mentoring team members and delivering regular demos to stakeholders for complex transformation programs. Validate prompt logic and code quality for AI-driven IVR solutions, supporting runbooks for deployment, monitoring, and ongoing operations of AI-powered contact center solutions.
Required Qualifications
- Minimum 5 year(s) of experience
- 15 years full time education
- Minimum 3 years with Amazon Connect
- Minimum 3 year(s) of experience in Amazon Connect
- Amazon Connect flows
- AWS Lambda
- AWS contact center
- API Gateway
- DynamoDB
- S3
- CloudWatch
- IAM policies
- AWS Lex
- In-depth knowledge of contact center KPIs
- call flows
- IVRs
- agent routing
- queue logic
- callback handling
- escalation processes
Desired Qualifications
- Amazon Connect
- Amazon Connect Contact Center
- Good understanding of contact center technology landscape
- An understanding of AWS Cloud platform and services with Solution architect skills
- Deep expertise on Amazon Connect product features
- contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend
- Deep functional and technical understanding of APIs
- related integration experience
- Functional and technical understanding of building API-based integrations with Salesforce
- Service Now
- Bot platforms
- Ability to understand customer challenges and requirements
- ability to address these challenges/requirements in a differentiated manner
- Ability to help the team to implement the solution
- sell, deliver cloud contact center solutions to clients
- Excellent communications skills
- Strong program management / people management skills
- Amazon Contact Lens
- Amazon Bedrock
- Kendra
- CI/CD & IaC (Infrastructure as Code)
- DevOps
- Build IVR solutions in Amazon Connect
- Support simple AI prompt design
- Help with agent assist and screen pop setup
- Validate logic and maintain code quality
- Support basic deployment and operations
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