Developer - Application Development 5B

Overview

Support the development, configuration, enhancement and production support of Contact Center as a Service (CCaaS) solutions built on Amazon Connect, AWS services, Generative AI and Agentic AI capabilities, working closely with senior engineers, project teams and customers.

What you'll do

• Configure and develop Amazon Connect contact flows, IVR, queues, prompts and routing.
• Support development and integration using AWS Lambda, API Gateway, DynamoDB/RDS, S3 and CloudWatch.
• Assist in implementing voice and chat contact center capabilities.
• Support integration of Generative AI and Agentic AI capabilities into contact center solutions.
• Work with Amazon Bedrock, AI agents, prompts, knowledge bases and LLM-based solutions under the guidance of senior engineers.
• Assist in developing AI-enabled use cases such as agent assistance, intelligent responses, customer self-service, summarization and automated workflows.
• Support integration of Amazon Connect with AWS AI services, APIs, CRM and backend applications.
• Troubleshoot application, integration and contact center issues and provide L1/L2 production support.
• Monitor applications, contact flows, Lambda functions and AI integrations using Amazon CloudWatch.
• Assist with root cause analysis, issue investigation, testing and resolution.
• Support deployment and validation of Amazon Connect and AI changes across development, QA and production environments.
• Document technical configurations, issues, solutions and implementation changes.
• Collaborate with senior engineers and customer teams to understand requirements and implement solutions.

What you'll need

• 1–3 years of IT experience, preferably in AWS, Contact Center, Cloud or application development.
• Hands-on exposure to Amazon Connect and understanding of basic contact center concepts.
• Working knowledge of AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB and IAM.
• Basic understanding of Generative AI, LLMs, AI Agents and Agentic AI concepts.
• Basic understanding of REST APIs, JSON and system integrations.
• Good troubleshooting, analytical and communication skills.
• Ability to work collaboratively with senior engineers and follow established development and support processes.
• Language: English (Required), Proficient – C2.
• Qualifications: Bachelors in Computer Engineering, Computer Science, Information Technology, or Masters in Software Engineering.

Nice to have

• Exposure to Amazon Bedrock and prompt engineering.
• Exposure to Amazon Bedrock Agents / Agentic AI workflows.
• Knowledge of AWS Lex, Polly, Transcribe and Contact Lens.
• Exposure to RAG, Knowledge Bases, vector databases or AI-powered search.
• Experience with Salesforce or other CRM integrations.
• Basic understanding of Terraform, CI/CD and AWS deployment processes.
• AWS Cloud or Amazon Connect certification.
• Exposure to Python, Node.js or JavaScript.
• Understanding of Agile/Scrum development and production support environments.

Details

• Location: Gurgaon, India (STPI).
• Work mode: Hybrid.
• Work shift: Flex Time (India).
• Job type: Regular.