Summary

We are seeking a highly experienced and results-driven Senior AWS Connect Developer with strong expertise in contact center technologies, customer service platforms, and Amazon Connect. This role requires a hands-on technical professional who can translate business requirements into scalable contact center solutions, integrate Amazon Connect with CRM and enterprise applications, and support production environments. The ideal candidate brings strong AWS knowledge, troubleshooting skills, stakeholder management, and experience collaborating with onshore and offshore teams, preferably within the healthcare domain. This role is strictly involved in the development of the product and does not involve access to Protected Health Information (PHI) & Personally Identifiable Information (PII) or any secured/confidential client data. The work is limited to application development and does not include handling or processing of sensitive health information.

Your role in our mission

As a AWS Connect Developer, you will play a critical role in designing, developing, integrating, and supporting customer contact solutions that improve operational efficiency and customer experience. You will:

Design, develop, and enhance Amazon Connect solutions for voice and digital customer interactions
Configure and optimize call routing, IVR, queues, and contact flows based on business requirements
Enable omnichannel interactions across voice, chat, email, and SMS
Integrate Amazon Connect with CRM platforms and other enterprise applications
Develop and support integrations using AWS services such as Lambda, S3, CloudWatch, and IAM
Analyze business requirements and translate them into scalable technical solutions
Troubleshoot and resolve production issues and identify sustainable improvements
Collaborate with stakeholders and onshore and offshore delivery teams to ensure successful implementation
Support technical documentation, testing, deployment, and release readiness
Provide technical guidance and communicate solution options, risks, and dependencies clearly

What We're Looking For

We are looking for a candidate who brings a strong combination of contact center expertise, AWS technical skills, problem-solving ability, and leadership:

Experience:

10+ years of experience in contact center technologies or customer service platforms
2-3+ years of hands-on experience with Amazon Connect

Contact Center & Integration Expertise:

Good understanding of call routing, IVR, queues, and omnichannel interactions across voice, chat, email, and SMS
Experience integrating Amazon Connect with CRM and other enterprise applications
Ability to analyze business requirements and translate them into technical solutions
Healthcare domain knowledge is preferred

Technical & Cloud Skills:

Knowledge of AWS services such as Lambda, S3, CloudWatch, and IAM
Experience in troubleshooting and resolving production issues

Leadership & Soft Skills:

Strong communication and stakeholder management skills
Ability to work collaboratively with onshore and offshore teams
Strong analytical thinking, problem-solving, and delivery ownership

Certifications (Preferred):

Amazon Connect and/or AWS Cloud certifications are preferred

What You Should Expect In This Role

Remote working environment
Shift time -2pm - 11PM IST