Custom Software Engineer

Location: Bengaluru

We are looking for an Amazon Connect Developer with 3-4 years of experience in designing, developing, and implementing cloud-based contact center solutions using Amazon Connect and AWS services. The candidate will be responsible for developing contact flows, integrating Amazon Connect with enterprise applications, implementing automation, and supporting production deployments.

Key Responsibilities

• Design and develop Amazon Connect contact center solutions, including contact flows, queues, routing profiles, prompts, and IVR.
• Develop and maintain Amazon Connect Contact Flows using best practices for scalability, reliability, and customer experience.
• Integrate Amazon Connect with AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge.
• Develop integrations with enterprise applications, APIs, CRM, identity management, knowledge bases, and other backend systems.
• Implement Amazon Connect Streams / APIs and custom agent desktop capabilities where required.
• Configure and troubleshoot CTI, IVR, call routing, recording, reporting, and analytics.
• Work with Amazon Connect AI capabilities, including conversational AI, intelligent automation, and agent-assist use cases.
• Develop secure API-based integrations and troubleshoot authentication/authorization issues.
• Participate in solution design, development, testing, deployment, and production hypercare.
• Perform root-cause analysis and resolve technical issues in collaboration with AWS and enterprise application teams.
• Follow AWS security, logging, monitoring, and deployment best practices.
• Collaborate with architects, business stakeholders, security teams, and offshore/onshore delivery teams.

Required Technical Skills

• 3-4 years of hands-on experience with Amazon Connect.
• Strong understanding of Amazon Connect Contact Flows, routing, queues, prompts, hours of operation, and contact attributes.
• Good programming experience in Python and/or JavaScript/Node.js.
• Hands-on experience with AWS Lambda and API Gateway.
• Experience working with REST APIs and JSON-based integrations.
• Understanding of AWS IAM, CloudWatch, S3, DynamoDB, and EventBridge.
• Experience with AWS SDKs and Amazon Connect APIs.
• Good understanding of cloud security, authentication, authorization, and API security.
• Experience with Git and CI/CD practices.
• Good troubleshooting and debugging skills.

Preferred Skills

• Experience implementing Amazon Connect AI/GenAI solutions.
• Knowledge of Amazon Bedrock, Knowledge Bases, Agents, or other AWS AI/ML services.
• Experience integrating Amazon Connect with ServiceNow, CRM, IAM/SSO, or enterprise knowledge management platforms.
• Experience with Amazon Connect Customer Profiles, Contact Lens, analytics, and real-time monitoring.
• AWS certification such as AWS Certified Developer, Solutions Architect, or similar.
• Experience working in enterprise/global contact center transformation projects.

Soft Skills

• Strong analytical and problem-solving abilities.
• Good communication and stakeholder-management skills.
• Ability to independently troubleshoot complex technical issues.
• Ability to work effectively with architects, developers, business teams, and clients.
• Willingness to learn emerging AWS and GenAI technologies.

Key Success Criteria

The successful candidate should be able to independently develop and troubleshoot Amazon Connect solutions, build integrations with AWS and enterprise systems, and contribute to the end-to-end delivery of scalable and secure cloud contact center solutions.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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