Solutions Engineer

🚀 HCLTech is hiring an Amazon Connect Engineer (Level 3) to design, implement, and support enterprise-scale cloud contact center solutions on AWS. This is an exciting opportunity for professionals passionate about customer experience, cloud technologies, automation, and contact center transformation.Key Responsibilities: ✅ Design, administer, and optimize Amazon Connect environments✅ Develop Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspaces✅ Integrate Amazon Connect with ServiceNow, Salesforce, CRM, ERP, and ITSM platforms✅ Build integrations using AWS Lambda, API Gateway, Step Functions, REST APIs, DynamoDB, SNS/SQS, and S3✅ Implement AI-driven customer engagement solutions using Amazon Lex, Polly, Transcribe, and Contact Lens✅ Perform L3 incident management, troubleshooting, RCA, and platform optimization✅ Monitor platform health using CloudWatch and enterprise monitoring tools✅ Ensure security, compliance, and operational excellence across contact center platformsRequired Skills: • 8-12+ years of IT experience• 4+ years of hands-on Amazon Connect implementation and support experience• Strong expertise in Amazon Connect Administration & Development• Experience with AWS Lambda, API Gateway, IAM, CloudWatch, DynamoDB, S3, SNS/SQS• Knowledge of Contact Center Operations, Omnichannel Solutions, and IVR technologies• Experience with REST APIs and enterprise integrationsPreferred Skills: • Amazon Lex, Contact Lens, Polly, and Transcribe• Python or Node.js development• Terraform or CloudFormation• CI/CD, Git/GitHub, Agile and DevOps practices• AWS Certifications (Solutions Architect, Developer, SysOps)