AWS Connect developer

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Description – Senior AWS Connect Developer

Experience: 2–7 years

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our 'right shore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Overview:

The role has the accountabilities of leading the design, development and implementation of complex, cloud-based Contact Center as a Service (CCaaS) solutions using Amazon Connect and the broader AWS ecosystem, while mentoring junior developers and acting as a key technical point of contact across client engagements.

Key Roles and Responsibilities:

• Lead the design, configuration and implementation of complex, multi-channel Amazon Connect contact center solutions
• Architect and build advanced Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects and User Hierarchies
• Design and implement advanced IVR, skills-based/priority call routing, call recording, screen recording and reporting solutions
• Lead integration of Amazon Connect with AWS services such as:
• AWS Lambda, Amazon Lex/Lex v2, Amazon S3, Amazon DynamoDB, Amazon CloudWatch, Amazon Connect Customer Profiles, Amazon Connect Cases, Amazon Kinesis
• Design and build robust, reusable backend/serverless components using Python or Node.js, following coding and security best practices
• Own API design and integration strategy for CRM, ticketing and third-party enterprise systems
• Drive telephony integrations including SIP trunking, PSTN, DID provisioning and carrier onboarding
• Perform advanced performance tuning, root-cause analysis and optimization of contact flows and routing logic
• Lead requirement gathering and solution design workshops, translating business needs into scalable technical designs
• Define and drive test strategy (SIT/UAT), deployment planning, release management and production support/runbooks
• Review code and configurations delivered by junior developers; enforce best practices, reusability and documentation standards
• Mentor and upskill junior developers on Amazon Connect and associated AWS services
• Own end-to-end technical documentation including HLD/LLD, configuration guides and implementation runbooks
• Partner closely with solution architects, project managers and client stakeholders, taking ownership of delivery timelines and quality

Key Capabilities and Experience

• 2–6 years of hands-on experience developing and implementing solutions using Amazon Connect, including at least 2 end-to-end implementations
• Deep understanding of contact center operations, omni-channel (voice, chat, email) customer experience and CX metrics
• Proven experience integrating conversational AI using Amazon Lex, and exposure to Amazon Q in Connect / generative AI capabilities
• Strong command of serverless architecture and the broader AWS ecosystem (Lambda, Step Functions, API Gateway, EventBridge)
• Solid understanding of telephony concepts including SIP, VoIP, call routing and carrier/DID provisioning
• Proven experience with CRM integrations, REST/SOAP APIs and enterprise system integrations
• Ability to lead troubleshooting and debugging for complex, production-critical issues
• Strong client-facing skills — ability to translate ambiguous requirements into scalable, maintainable technical solutions
• Working knowledge of Contact Lens analytics, Amazon QuickSight reporting and data-driven CX insights
• Experience mentoring developers and reviewing technical deliverables
• Experience working in and leading agile delivery environments (sprint planning, estimation, stand-ups)

Qualifications

• Graduate degree in Engineering / Computer Science / IT or related technical fields
• AWS Certification (Developer Associate / Solutions Architect Associate) – Preferred

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.