Solutions Engineer

🚀 HCLTech is hiring an Amazon Connect Engineer (Level 3) to design, implement, and support enterprise-scale cloud contact center solutions on AWS. This is an exciting opportunity for professionals passionate about customer experience, cloud technologies, automation, and contact center transformation.

Key Responsibilities: ✅ Design, administer, and optimize Amazon Connect environments

✅ Develop Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspaces

✅ Integrate Amazon Connect with ServiceNow, Salesforce, CRM, ERP, and ITSM platforms

✅ Build integrations using AWS Lambda, API Gateway, Step Functions, REST APIs, DynamoDB, SNS/SQS, and S3

✅ Implement AI-driven customer engagement solutions using Amazon Lex, Polly, Transcribe, and Contact Lens

✅ Perform L3 incident management, troubleshooting, RCA, and platform optimization

✅ Monitor platform health using CloudWatch and enterprise monitoring tools

✅ Ensure security, compliance, and operational excellence across contact center platforms

Required Skills:

• 8-12+ years of IT experience

• 4+ years of hands-on Amazon Connect implementation and support experience

• Strong expertise in Amazon Connect Administration & Development

• Experience with AWS Lambda, API Gateway, IAM, CloudWatch, DynamoDB, S3, SNS/SQS

• Knowledge of Contact Center Operations, Omnichannel Solutions, and IVR technologies

• Experience with REST APIs and enterprise integrations

Preferred Skills:

• Amazon Lex, Contact Lens, Polly, and Transcribe

• Python or Node.js development

• Terraform or CloudFormation

• CI/CD, Git/GitHub, Agile and DevOps practices

• AWS Certifications (Solutions Architect, Developer, SysOps)