Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid)

Overview

Senior Engineer on the Technology Operations team, reporting to the Engineering Lead, to build and own the Amazon Connect telephony platform, with a focus on scalable IVR systems, automation frameworks and integrations that power the contact center.

What you'll do

• Design and build scalable IVR systems and call routing logic in Amazon Connect.
• Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB.
• Create automation frameworks for telephony workflows, including dynamic routing, system-triggered actions, and configuration management.
• Build reusable components and patterns to standardize development across the platform.
• Design and implement integrations between Amazon Connect and Salesforce Service Cloud.
• Build and enhance custom Contact Control Panel (CCP) solutions to support agent workflows.
• Enable seamless, automated data exchange across telephony and enterprise systems.
• Design systems that prevent issues rather than react to them, including strong error handling, fallback logic, and resiliency patterns.
• Implement automated monitoring, alerting, and where possible, self-healing mechanisms.
• Continuously identify and eliminate manual processes through automation.
• Act as an escalation point for complex or recurring issues that require deep technical analysis, with a focus on root cause elimination rather than repeated fixes.
• Mentor Engineer II resources by providing clear designs, reusable patterns, and development standards.
• Break down complex systems into executable work for the broader team.
• Collaborate with Product, QA, and Platform Operations to deliver scalable solutions.
• Communicate technical decisions and trade-offs clearly to stakeholders.

What you'll need

• 5+ years of experience in software engineering, with a focus on cloud-based systems.
• 3+ years of hands-on experience with Amazon Connect, including IVR development.
• Strong experience building backend systems using AWS services such as Lambda, APIs, DynamoDB, and S3.
• Experience designing automation frameworks and event-driven architectures.
• Experience integrating Amazon Connect with Salesforce Service/Health Cloud or similar platforms.
• Strong understanding of telephony concepts including IVR, SIP, PSTN, and VoIP.
• Proven ability to design scalable, maintainable systems from the ground up.

Nice to have

• Experience building custom Contact Control Panel (CCP) solutions.
• Experience with Amazon Kinesis or similar tools for real-time data and automation.
• AWS certifications such as Solutions Architect, Developer, or Connect Specialty.
• Experience with CI/CD pipelines and infrastructure as code.

Details

• Location: Hyderabad, India (hybrid), with attendance at the office 2-3 days a week.
• Second shift role: 2 pm - 11 pm IST.