Custom Software Engineer - AWS Contact Center Solutions

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
This role requires a blend of hands-on development experience, team coordination skills, and stakeholder communication.
Lead will play a key role in planning, reviewing, and supporting solution design, maintaining coding and security standards, and mentoring junior developers. The role also demands active involvement in architectural reviews, code deployments, sprint planning, and incident management, with a focus on customer experience and innovation using the AWS suite including Connect, Lex, Lambda, and more.

Project Role Description - Support and lead the development of cloud-based contact center solutions using Amazon Connect and related AWS services. Collaborate with team leads, developers, and business stakeholders to ensure successful design, implementation, and optimization of scalable, secure, and customer-centric voice and chat workflows. Take ownership of delivery tasks, support issue resolution, drive automation initiatives, and contribute to practice growth by mentoring team members and fostering technical excellence.

Roles & Responsibilities:
Review code, Lambda functions, and contact flows to maintain quality, security, and performance standards.
Promote best practices for code reusability, flow versioning, and Lambda standardization.
Drive automation initiatives for deployment, testing, and monitoring of contact flows and serverless functions.
Stay updated with latest AWS Connect and AI/ML advancements (e.g., Amazon Bedrock, Contact Lens)
Good understanding of contact center technology landscape.
An understanding of AWS Cloud platform and services with Solution architect skills.
Deep expertise on AWS contact center relevant services.
Sound experience in developing Amazon Connect flows , AWS Lambda and Lex bots
Deep functional and technical understanding of APIs and related integration experience
Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.

Professional & Technical Skills:
3+ years minimum hands-on experience with Amazon Connect and AWS Lambda.
Proficient in designing, building, and maintaining scalable, secure, and modular contact flows using Amazon Connect, including queue routing, whisper prompts, call recording, and voice bot integrations.
Hands-on experience in building serverless workflows using Lambda (Node.js/Python), with seamless integration to services like DynamoDB, S3, Lex, and external REST APIs.
Skilled in designing and integrating Lex V2 bots for natural language interactions, including fallback handling, fulfillment code logic, and context management.
Deep understanding of CloudWatch, X-Ray, and Connect logs to proactively detect, diagnose, and resolve production issues with minimal downtime.
Experience leading small Agile teams, coordinating sprints, ensuring code quality, and mentoring junior developers while driving delivery of customer-centric solutions.
Knowledge of IAM policies, and automation via CloudFormation/SAM/GitHub Actions to maintain secure, compliant, and efficient deployments.
- Mandatory Skills:
1. AWS contact center, AWS Lambda, AWS Services Integration, Contact Flow Design, CloudWatch logs
2. Amazon Connect flows, Amazon Connect metrics
3. Node Js/Python, Dynamo DB.
4. Security & Compliance Awareness,
5. JIRA or Azure DevOps.
- Must have skills -Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Reporting
- Good To Have Skills:
1. Amazon Bedrock or Kendra, Contact Lens for Amazon Connect, AWS CDK/CloudFormation, DevOps, Amazon Connect Stream API
2. AWS Lambda, Lex bots, Amazon Connect, Github, Pipeline

Additional Information:
- 3-5 years with Minimum 3 year(s) of experience is required
- Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Reporting
- AWS Lambda, Lex bots, Amazon Connect, Github, Pipeline
- A 15 years full time education is required.