Lead Support Engineer- Amazon Connect

Company Description

EduRun Group specializes in providing innovative IT services and consulting solutions to drive business growth and optimize operations in a rapidly evolving digital landscape. With a commitment to creativity and cutting-edge technology, we deliver tailored software solutions and digital experiences that empower brands and produce measurable results. Our mission is to help clients bring exceptional products to market while our vision focuses on setting new industry standards through innovation and exceptional user experiences. We are dedicated to empowering businesses for a successful digital future.

Experience: 8–10 Years

Location: Bengaluru (Hyderabad, Pune, Mumbai)

Work Mode: Hybrid

Shift Timings: 9:00 AM – 6:00 PM IST & 3:00 PM – 12:00 AM IST

We are looking for a highly skilled Lead Support Engineer – Amazon Connect to ensure platform stability, reliability, and seamless operations. The ideal candidate will lead complex troubleshooting efforts, drive incident management, and provide architectural guidance while ensuring high availability and rapid issue resolution.

• Lead end-to-end support for the Amazon Connect platform, ensuring high availability and performance
• Own and resolve complex incidents; perform root cause analysis (RCA) and implement preventive actions
• Provide architectural recommendations to enhance scalability, resilience, and system reliability
• Drive proactive monitoring, alerting, and system health checks
• Act as the primary escalation point for critical incidents and coordinate with AWS Support when needed
• Ensure adherence to SLAs for incident response and resolution
• Mentor and guide junior engineers on troubleshooting and best practices
• Manage change requests, deployments, and configuration updates with minimal business impact
• Collaborate with cross-functional teams including DevOps, Infrastructure, and Security
• Maintain and enhance documentation including runbooks, SOPs, and knowledge base

• 8–10 years of overall IT experience
• Minimum 5+ years of hands-on experience with Amazon Connect
• Strong expertise in AWS services such as Lambda, CloudWatch, S3, DynamoDB, and IAM
• Deep understanding of contact flows, routing profiles, queues, and telephony integrations
• Experience with APIs, CRM/CTI integrations, and IVR systems
• Proven expertise in troubleshooting call flows, latency, and connectivity issues
• Strong experience in incident management, problem management, and escalation handling
• Knowledge of monitoring tools and observability practices

• AWS Certifications (Solutions Architect / DevOps Engineer)
• Experience with Contact Lens, Amazon Lex bots, or AI-driven integrations
• Exposure to security, compliance, and best practices in cloud environments