Senior Software Engineer

Firstsource · IT Services & Consulting

Hyderabad, India
On-site
Posted yesterday
Apply by 30 Oct
Software Engineering

About the job

About Firstsource:

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Description – AWS Connect Developer

Experience: 2–7 years

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our 'right shore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Overview:

The role has the accountabilities of designing, developing and implementing cloud-based Contact Center as a Service (CCaaS) solutions using Amazon Connect and associated AWS services across client engagements.

Key Roles and Responsibilities:

Design, configure and implement contact center solutions using Amazon Connect

Develop and manage Contact Flows, Queues, Routing Profiles, Quick Connects and User configurations

Implement IVR, call routing logic, call recording and reporting capabilities

Integrate Amazon Connect with AWS services such as:

– AWS Lambda, Amazon Lex, Amazon S3, Amazon DynamoDB, Amazon CloudWatch

Develop backend logic using Python or Node.js for serverless integrations

Configure APIs and integrate with CRM and third-party systems

Support telephony integrations including SIP, PSTN and DID provisioning

Monitor performance, troubleshoot routing issues and optimize call flows

Participate in requirement gathering, solution design discussions and implementation activities

Conduct testing (SIT/UAT), deployment and provide production support

Document technical designs, configurations and implementation details

Collaborate with solution architects, project managers and client stakeholders to ensure timely delivery

Key Capabilities and Experience

2–7 years of hands-on experience in developing and implementing solutions using Amazon Connect

Strong understanding of contact center operations and omni-channel customer experience

Experience integrating conversational AI using Amazon Lex

Working knowledge of serverless architecture and AWS ecosystem

Understanding of telephony concepts including SIP, VoIP and call routing

Experience working with CRM integrations and REST APIs

Strong troubleshooting and debugging skills

Ability to understand client requirements and translate them into scalable technical solutions

Exposure to Contact Lens analytics and Quicksight reporting

Experience working in agile delivery environments

Qualifications

Graduate degree in Engineering / Computer Science / IT or related technical fields

AWS Certification (Cloud Practitioner / Developer Associate) – Preferred

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

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