Amazon Connect Engineer

Location: Noida Sector 27

Job Title -  Amazon Connect Engineer
Skills -  Amazon Connect, Contact Lens, Bedrock, Terraform, API & AWS
Experience -  8 - 14 years
Locations -  Greater Noida, Bengaluru, Hyderabad, Pune, Gurugram & Chennai

We at Coforge are hiring an Amazon Connect Engineer with the following skillset:

Key Responsibilities
- Provide Level 2 engineering and development support for the Amazon Connect contact center platform, ensuring stability, optimal performance, and timely resolution of incidents, defects, and minor enhancements.
Provide Level 2 support for Amazon Connect, including contact flows, routing profiles, queues, hours of operation, and agent configurations.
Troubleshoot and resolve incidents and service requests within agreed SLAs, escalating to Level 3 teams or AWS Support when required.
Develop and enhance Amazon Connect contact flows in accordance with best practices.
Support integrations with downstream systems, including CRM platforms, AWS Lambda, APIs, and reporting solutions.
Perform configuration changes, releases, and BAU updates in line with established change management processes.
Support call recordings, operational metrics, alarms, and basic reporting requirements.
Maintain technical documentation and provide inputs for operational handovers, governance reporting, and knowledge management.

Required Skills & Experience
- Strong hands-on experience with Amazon Connect, including Level 2 support and development activities.
Experience working with AWS services such as Lambda, IAM, Cloud Watch, and S3.
Good understanding of contact center concepts, including IVR, call routing, queues, and SLAs.
Experience supporting production systems in a regulated or enterprise environment.
Ability to work effectively within an ITIL-aligned BAU support model.