(Infra) Senior Systems Engineer - Contact Center Technology

Overview

Lead the design, development, and maintenance of Contact Center and telephony infrastructure solutions for a global contact center. The role includes mentoring engineers and working in the US time zone.

What you'll do

• Design strategic Contact Center solutions.
• Build and maintain custom applications, integrations, and automations.
• Mentor engineers through technical guidance, documentation, and knowledge sharing.
• Apply security best practices and data privacy requirements.
• Optimize performance and proactively monitor systems.
• Collaborate with technical teams, vendors, and business users.

What you'll need

• Minimum 5 years of hands-on Amazon Connect experience.
• Build contact flows, routing logic, operating hours, phone management, overflow, and retargeting.
• Configure and maintain Contact Control Panel and Agent Workspace.
• Work with Lex, Q, Contact Lens, dashboards, customer profiles, Wisdom, and recordings.
• Integrate and troubleshoot APIs including AWS Lambda and Amazon EventBridge.
• Understand telephony, workforce management, APIs, and SDKs.
• Demonstrate problem-solving, communication, leadership, mentoring, and attention to detail.

Nice to have

• Experience developing AI, software, and automation solutions for contact centers.

Details

• Location: Gurgaon, India.
• Work in the US time zone.