Amazon Connect Technical Engineer

2 Months ago • 3 Years + • Software Development & Engineering • ₹15,79,800 LPA - ₹36,72,800 LPA

Job Summary

Job Description

We are seeking an experienced Amazon Connect Expert to join our team. You will be responsible for designing, configuring, and integrating advanced contact center solutions using Amazon Connect. Key responsibilities include designing and maintaining Amazon Connect environments, integrating with CRMs and third-party platforms, developing automation scripts, and creating comprehensive documentation. You will also troubleshoot issues and collaborate with stakeholders to translate needs into scalable solutions.
Must have:
  • Experience with Amazon Connect including complex setups and integrations.
  • Deep understanding of AWS services like Lambda, S3, and DynamoDB.
  • Strong documentation skills to write step-by-step instructions.
  • Fluency in written and spoken English at CEF C1 level or above.
Good to have:
  • Experience with Amazon Connect Cases, Wisdom, Tasks, and Contact Lens.
  • Understanding of TCPA compliance and secure call handling.
  • UI/UX understanding for agent and customer interfaces.
  • Experience working in regulated industries like healthcare or finance.

Job Details

Amazon Connect Technical Engineer

Chennai, India

 

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

 

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

 

For more information about Anthology and our career opportunities, please visit www.anthology.com.

 

We’re looking for an experienced Amazon Connect Expert to join our team and help design, configuration, and integration of advanced contact center solutions using Amazon Connect. The ideal candidate has deep technical knowledge of Amazon Connect and its ecosystem, and is skilled in creating comprehensive documentation, including user-friendly step-by-step guides for end users and technical teams. You’ll play a key role in helping us build modern, scalable, and efficient customer service experiences that integrate seamlessly with internal systems and third-party platforms.

 

Primary responsibilities will include:

Amazon Connect Architecture & Configuration 

  • Designing, configuring, and maintaining Amazon Connect environments, including contact flows, routing profiles, hours of operation, and agent experience
  • Building and optimizing Lex bots, Lambda functions, and Amazon Connect Tasks

 

Integration & Automation 

  • Integrating Amazon Connect with CRMs (e.g., Salesforce, HubSpot), ticketing platforms (e.g., ServiceNow, Zendesk), and internal tools via APIs, AWS Lambda, EventBridge, S3, DynamoDB, etc
  • Developing automation scripts and workflows to streamline operations and reduce manual work

 

Documentation & Guides 

  • Creating step-by-step guides, user manuals, knowledge base articles, and training materials for various stakeholders (agents, supervisors, developers)
  • Maintaining documentation for architecture diagrams, integration patterns, and deployment processes

 

Project Leadership & Support 

  • Leading or collaborating on the implementation of new contact center features and migrations
  • Troubleshooting issues, monitoring performance, and ensuring high availability and compliance with SLAs

 

Collaboration & Enablement 

  • Working closely with business stakeholders, engineers, and IT teams to translate contact center needs into scalable Amazon Connect solutions
  • Training and mentoring internal teams on best practices, configuration, and ongoing support 

 

The Candidate:

Required skills/qualifications:

  • Experience with Amazon Connect, including complex setups and integrations (at least 3 year preferred)
  • Deep understanding of AWS services commonly used with Connect (Lambda, S3, Lex, DynamoDB, CloudWatch, etc.)
  • Hands-on experience integrating Amazon Connect with CRMs and third-party platforms
  • Strong documentation skills — ability to write clear, concise, and visually helpful step-by-step instructions
  • Familiarity with contact center metrics, KPIs, and customer experience best practices
  • Experience with scripting or coding in Python, JavaScript, or Node.js is a plus
  • AWS certification (especially in Connect or Solutions Architect) is a plus
  • Fluency in written and spoken English at CEF C1 level or above

 

Preferred skills/qualifications:

  • Experience with Amazon Connect Cases, Wisdom, Tasks, and Contact Lens
  • Understanding of TCPA compliance and secure call handling
  • UI/UX understanding for agent and customer interfaces
  • Experience working in regulated industries (e.g., healthcare, finance, Education)

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.  

 

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. 

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About The Company

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com. 

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