Agile Software Engineer - Contact Center (Amazon Connect)

About the role

An experienced Agile Software Engineer is sought to design, develop and support scalable cloud-based contact center solutions. The role centres on Amazon Connect, AWS services, CI/CD automation, omnichannel customer experiences and AI-enabled contact center capabilities. The position is based in Hyderabad, India.

Key responsibilities

• Develop and maintain Amazon Connect solutions using Contact Flow Designer, AWS Lambda and DynamoDB.
• Build IVR/contact flows, routing logic, telephony integrations and voice, chat and email capabilities.
• Support contact center migration and modernization initiatives.
• Design integrations between contact center platforms and enterprise systems.
• Develop APIs, microservices and serverless solutions using AWS services.
• Use AI tools to improve development productivity, testing, refactoring and documentation.
• Contribute to AI-enabled customer experience features such as intelligent routing and automation.
• Work with Product Owners and Agile teams to refine user stories and deliver production-ready software.
• Write automated unit and integration tests, review code and troubleshoot production issues.

Required profile

• 14+ years of overall software engineering experience.
• Hands-on experience with Amazon Connect or similar CCaaS platforms such as Genesys Cloud, NICE or Five9.
• Knowledge of IVR/contact flows, routing logic, telephony integrations and omnichannel customer experience solutions.
• Familiarity with Agile methodologies such as Scrum or Kanban, and tools such as Jira or Rally.
• Strong analytical, problem-solving, communication and collaboration skills.

Required skills

• AWS IAM, Lambda, API Gateway, DynamoDB, S3 and RDS.
• Jenkins, AWS CodePipeline, Git and CI/CD automation.
• Good to have: AI development tools, Kafka, SNS/SQS, CloudWatch, Splunk, Terraform, CloudFormation, AWS certifications and large-scale cloud or contact center transformation experience.

Candidates apply by sending their CV to the recruiter by email.