AWS - Cloud Engineer

Overview

Design, build, integrate and support cloud-native customer experience capabilities within an Amazon Connect-powered contact center ecosystem, using AWS services, APIs, serverless computing, event-driven architecture and Infrastructure as Code.

What you'll do

• Design and develop cloud-native capabilities that extend Amazon Connect functionality and improve customer and agent experiences.
• Build services enabling customer self-service, routing enhancements, agent productivity, interaction processing, workflow orchestration, notifications, authentication, analytics and experience optimization.
• Partner with Connect Engineers, Product Owners, architects and business stakeholders to implement end-to-end customer journeys using Amazon Connect and supporting AWS services.
• Translate contact center and customer experience needs into scalable, reusable and supportable technical capabilities.
• Develop APIs, event-driven services and integration patterns connecting Amazon Connect with enterprise systems and third-party contact center technologies.
• Build integrations supporting voice, chat, email, messaging, customer authentication, outbound communications, workforce processes, analytics and customer engagement.
• Integrate contact center workflows with customer, policy, claims, knowledge, workforce, communication, reporting and other enterprise platforms.
• Contribute to migration and modernization initiatives that improve customer experience, operational efficiency and platform scalability.
• Design, develop, test and support serverless applications, APIs, microservices and reusable platform services using Lambda, TypeScript and related AWS technologies.
• Use event-driven and asynchronous patterns to process contact events, coordinate workflows and decouple Amazon Connect from downstream systems.
• Design for resilience, scalability, performance, recoverability, security and cost efficiency across the customer interaction lifecycle.
• Implement Amazon Connect supporting infrastructure and AWS services using CDK and repeatable deployment patterns.
• Build and maintain CI/CD automation, testing, quality gates, security scanning and environment promotion processes.
• Apply least-privilege access, encryption, secrets management, logging, monitoring and enterprise cloud governance standards.
• Design, secure, version, document and operate APIs used by contact flows, agent applications, customer channels and enterprise systems.
• Apply authentication, authorization, throttling, error handling, observability and governance standards to APIs.
• Evaluate integration alternatives and document architectural decisions and tradeoffs.
• Monitor production services and end-to-end contact center integrations, respond to incidents and restore customer and agent capabilities.
• Use telemetry to identify customer journey failures, integration issues, performance constraints and improvement opportunities.
• Perform root cause analysis and implement preventative improvements that increase reliability, recoverability and supportability.
• Optimize cloud consumption while protecting customer experience, platform performance and service resilience.
• Use AI-assisted engineering tools to accelerate coding, testing, troubleshooting, documentation and knowledge sharing, and validate AI-generated outputs for accuracy, security, performance, maintainability and compliance.
• Identify opportunities to apply AI and automation to routing, self-service, agent support, analytics and engineering productivity.
• Collaborate with Product Owners, Connect Engineers, architects, analysts and Agile team members to refine requirements and user stories.
• Participate in planning, stand-ups, refinement, retrospectives and demonstrations, and deliver production-ready capabilities aligned with sprint and program commitments.
• Use customer feedback, operational insights and platform telemetry to continuously improve solutions.
• Develop and maintain automated unit, integration, contract and regression tests appropriate to contact center services and integrations.
• Participate in code and design reviews and follow established engineering standards.
• Apply secure coding, privacy, data protection, cloud security and enterprise compliance requirements throughout the solution lifecycle.
• Demonstrate end-to-end ownership from design through production support and continuous improvement.

What you'll need

• Hands-on experience building cloud-native applications, integrations or platform services using AWS.
• Experience with contact center technologies or customer experience platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Five9, Cisco, or comparable platforms.
• Experience integrating contact center channels, routing, agent workflows, customer self-service or interaction data with enterprise applications and services.
• Experience with Lambda, TypeScript or a comparable development language, API design, event-driven architecture and Infrastructure as Code.
• Experience supporting production services through monitoring, troubleshooting, incident response and root cause analysis.
• Strong analytical, systems-thinking and problem-solving skills.
• Ability to understand customer journeys and translate contact center needs into cloud-native solutions.
• Clear communication and effective collaboration across product, operations, architecture, Connect engineering and enterprise technology teams.
• Ability to work effectively in a fast-paced Agile environment.
• End-to-end ownership from design through production support and continuous improvement.

Nice to have

• Direct experience integrating AWS services with Amazon Connect.
• Experience building capabilities for voice, chat, email, messaging, self-service, agent desktop, workforce or conversation analytics use cases.
• Experience with contact center migration or large-scale customer experience platform transformation.
• Experience with event-driven architectures and asynchronous integration patterns.
• Experience with Jenkins, AWS CodePipeline, CodeBuild, CodeDeploy, CloudWatch, Splunk, or comparable delivery and observability platforms.
• AWS Developer, Solutions Architect, or relevant Amazon Connect certification.

Details

• Location: India GCC, Puppalaguda Village.
• Tier 7A, 6-9 years of experience.
• Role within the Customer Experience Platform Engineering team, operating with an AI-first engineering mindset.