Application Support Engineer

Project Role : Application Support Engineer


Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.


Must have skills : Cloud Contact Center Operations


Good to have skills : NA
Minimum
3 year(s) of experience is required


Educational Qualification : 15 years full time education

Responsibilities

Design and maintain Amazon Connect Contact Flows (voice/chat, IVR, routing, callbacks)
Develop Python AWS Lambda functions to integrate with DynamoDB, S3, API Gateway, and third-party APIs
Build and maintain Jenkins CI/CD pipelines for Connect and Lambda deployments
Configure Connect routing profiles, queues, hours, prompts, metrics, and agent experience
Monitor using CloudWatch troubleshoot flow/latency/errors and participate in on-call as needed
Follow security best practices (IAM, secrets) and maintain documentation/runbooks

Requirements

35 years hands-on with Amazon Connect and Contact Flows
Python (AWS Lambda) development experience, including logging, error handling, and tests
Jenkins pipeline experience with Git-based workflows
Solid grasp of AWS fundamentals: IAM, CloudWatch, S3, DynamoDB, API Gateway
Understanding of contact center metrics (AHT, FCR, CSAT, SLAs)
Strong debugging, communication, and documentation skills

Nice to Have

Lex bot integration, Contact Lens
CRM/ITSM integrations (Salesforce/ServiceNow/Zendesk)
Terraform/CloudFormation, EventBridge/Kinesis, basic networking (SIP/WebRTC)


Qualification 15 years full time education