Senior Amazon Connect Support Engineer

Position: Amazon Connect L3 Support Engineer
Experience: 7-12 Years
Location: Hyderabad

Mode: Hybrid
Employment Type: Full-Time

Job Summary:

We are looking for an experienced Amazon Connect L3 Support Engineer to support and maintain enterprise contact center platforms. The ideal candidate should have strong hands-on experience in Amazon Connect, Contact Flows, IVR, Routing Profiles, Queues, Amazon Lex, AWS services, Incident Management, and RCA. The role involves production support, troubleshooting complex contact center issues, and ensuring high availability of customer-facing services.

Key Responsibilities:

• Provide L3 production support for Amazon Connect environments.
• Configure and maintain Contact Flows, Queues, Routing Profiles, Security Profiles, and Quick Connects.
• Troubleshoot call routing issues, IVR failures, agent login issues, and contact flow errors.
• Support Amazon Lex chatbot integrations and AWS Lambda-based workflows.
• Monitor and troubleshoot using CloudWatch logs, metrics, and alarms.
• Perform Root Cause Analysis (RCA) for production incidents and service disruptions.
• Participate in Incident, Problem, and Change Management activities.
• Support integrations with Salesforce, CRM platforms, and third-party applications.
• Handle Sev-1/Sev-2 incidents and provide timely resolutions.
• Collaborate with business users, telecom teams, and application teams for issue resolution.
• Ensure adherence to SLA and operational best practices.

Required Skills:

• 3+ years of hands-on Amazon Connect experience.
• Strong experience in Contact Flows, IVR, Routing Profiles, Queues, and Security Profiles.
• Experience with Amazon Lex, Lambda, CloudWatch, IAM, DynamoDB, and S3.
• Good understanding of contact center operations and telephony concepts.
• Experience in Incident Management, RCA, and Production Support.
• Knowledge of ServiceNow or ITIL processes.
• Excellent troubleshooting and analytical skills.

Preferred Skills:

• Experience in Amazon Connect migrations.
• Exposure to Genesys, Avaya, Cisco UCCE/UCCX, NICE, Five9, or other contact center platforms.
• AWS Certification is a plus.
• Experience with Salesforce CTI/Service Cloud Voice integrations.

Education:

• Bachelor's Degree in Engineering, Computer Science, Information Technology, MCA, or related field.