Superseva - Lead Support Engineer - Amazon Connect

Lead Support Engineer - Amazon Connect (8- 10 Years Experience)

Location : Bengaluru (Hyderabad, Pune, Mumbai)

Shift hours : 9:00 to 6:00 PM IST & 3:00 PM to 12:00 AM IST

Role Overview :

We are seeking a highly experienced Amazon Connect Support Lead to ensure platform stability, reliability, and seamless operations. This role will drive complex troubleshooting, lead incident management, and provide architectural guidance while ensuring consistent coverage and rapid escalation handling.

Key Responsibilities :

- Lead end-to-end support for Amazon Connect platform ensuring high availability and performance

- Own and resolve complex incidents, perform root cause analysis (RCA), and implement preventive measures

- Provide architectural recommendations and improvements for scalability and reliability

- Drive proactive monitoring, alerting, and system health checks

- Act as the primary escalation point for critical issues and coordinate with AWS support where required

- Ensure SLA adherence for incident response and resolution

- Mentor junior team members and guide troubleshooting approaches

- Manage change requests, deployments, and configuration updates with minimal disruption

- Collaborate with cross-functional teams (DevOps, Infra, Security)

- Maintain documentation for runbooks, SOPs, and knowledge base

Required Skills & Experience :

- 8- 10 years of total IT experience

- 5+ years of hands-on experience with Amazon Connect

- Strong knowledge of AWS services (Lambda, CloudWatch, S3, DynamoDB, IAM)

- Deep understanding of contact flows, routing profiles, queues, and telephony integration

- Experience with APIs, integrations (CRM/CTI), and IVR systems

- Expertise in troubleshooting call flows, latency, and connectivity issues

- Strong experience in incident management and escalation handling

- Knowledge of monitoring tools and observability practices

Preferred Qualifications :

- AWS certifications (Solutions Architect / DevOps Engineer)

- Experience with Contact Lens, Lex bots, or AI integrations

- Exposure to compliance and security best practices