Software Engineer II - Amazon Connect & AWS Contact Center Solutions
Pearson (company site, opens in a new tab)4+ yrsChennaiHybridDirect career pageEst. 10–18 LPA
Posted on 28 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead the design and implementation of AWS-based Contact Center solutions using Amazon Connect and related AWS services, ensuring scalable and secure deployments.
- Translate complex business requirements into functional CCaaS specifications, including call flows, routing, reporting, and automations.
- Oversee data integrity and reporting for operational metrics, provide training and support to users, and optimize processes for efficiency across Contact Center platforms.
Minimum Requirements
- Bachelor’s degree in Business, IT, Computer Science, or related field.
- 4+ years of experience as AWS Solution Analyst, AWS Connect Administrator, or similar role involving CCaaS configuration.
- Hands-on experience with Amazon Connect, AWS platform services (IAM, Lambda, Lex, DynamoDB, Glue, QuickSight), and knowledge of CCaaS platforms like Five9, Calabrio.
- Foundational knowledge of Salesforce CRM Service Cloud, including Service Cloud Voice and CTI integrations.
Ideal Candidate Profile
- Strong technical expertise in AWS Contact Center solutions with proven ability to independently deliver secure and scalable designs.
- Experience bridging business and technical teams by translating ambiguous requirements into effective CCaaS solutions and actionable insights.
- Skilled in cross-functional collaboration, data-driven process optimization, and providing user training and support in complex Contact Center environments.