Amazon Connect Developer

About Position:

We are looking for an experienced Amazon Connect Engineer to design, implement, and support AWS based contact center solutions using Amazon Connect. The role requires strong hands-on experience in contact center workflows, IVR design, AWS integrations, and telephony concepts, along with the ability to troubleshoot production issues and support business critical customer experience systems.

• Role: Amazon Connect Developer
• Location: All Persistent Location
• Experience: 3 to 9 Years
• Job Type: Full-Time Employment

What You'll Do:

• Design, configure, and maintain Amazon Connect contact center solutions
• Develop and manage Amazon Connect contact flows, routing profiles, queues, and IVR logic
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch
• Implement call routing, inbound/outbound calling, whisper, transfer, and hold workflows
• Handle CCP configuration, agent setup, and realtime monitoring
• Analyze and troubleshoot call flow, telephony, SIP, and CTI issues
• Monitor contact center performance using reports, metrics, and dashboards
• Support production issues, perform rootcause analysis, and implement fixes
• Work closely with business, CX, and IT teams for enhancements and integrations
• Ensure security, access control, and compliance using AWS IAM and policies

Expertise You'll Bring:

• Hands on experience with Amazon Connect
• Strong knowledge of Contact Flows, IVR, CCP, Queues, and Routing Profiles
• Experience integrating Amazon Connect with AWS Lambda
• Working knowledge of Amazon Lex and Amazon Polly
• Understanding of Contact Center, CTI, SIP, VoIP, and PSTN
• Experience with call routing, inbound/outbound calls, and reporting
• Familiarity with AWS IAM, CloudWatch, S3, and DynamoDB
• Strong troubleshooting and problem solving skills

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."