Experience Required : 4+ Years

Salary : Open / Highly Competitive (Commensurate with experience)

Key Skills : Amazon Connect, AWS Architecture (Lambda, DynamoDB, Kinesis), Python, React, DevOps / CI/CD (Terraform/GitLab), SRE, Solution Design

Job Description :

We are seeking a highly experienced, technical Senior / Lead Contact Center Product Engineer to drive the vision, implementation, and optimization of our Enterprise Contact Center platform based in Hyderabad (Hybrid model). In this senior-level role, you will lead the development of enterprise-grade omnichannel voice and chat services utilizing Amazon Connect.

You will act as a bridge between engineering and business leadership, architecting serverless cloud contact center solutions, implementing robust CI/CD and automation processes, and maintaining high availability across compliance and enterprise standards.

Core Responsibilities :

- Solution Architecture & Strategy : Lead the research, design, and deployment of complex enterprise cloud contact center solutions within Amazon Connect. Conduct current-state to future-state gap analyses.

- Advanced Call Flow Design : Architect sophisticated, dynamic call flows and omnichannel services, mapping functional business capabilities to robust software specifications.

- CI/CD & Automation Leadership : Design, implement, and maintain secure CI/CD processes and automation testing frameworks for Amazon Connect configs, aligning with enterprise cloud standards.

- Cross-Functional Collaboration : Partner with internal IT teams and business unit leads to establish engineering strategy, design standards, and service management goals.

- SRE & Production Operations : Apply advanced Site Reliability Engineering (SRE) methodologies to monitor platform health, optimize performance, and create high-utility reporting dashboards in Splunk and CloudWatch.

- Mentorship & Documentation : Establish best practice guidelines, author comprehensive architectural documentation, and conduct product demonstrations for senior executives and stakeholders.

Required Technical Skills & Experience :

- Overall IT Experience : 8+ years of professional engineering experience in IT cloud infrastructure, serverless development, or telecommunications engineering.

- AWS Serverless Ecosystem : Strong, production-proven hands-on experience with core AWS services including Lambda, S3, DynamoDB (DDB), Kinesis streams, CloudWatch, and SNS.

- Programming & Frameworks : Advanced proficiency with Python, Node.js, and front-end development using React.

- Web Security : Solid architectural understanding of CORS (Cross-Origin Resource Sharing) for integrating custom Contact Control Panels (CCPs).

- Communication : Exceptional written and verbal collaboration skills, with the ability to confidently present technical solutions to business stakeholders.