Senior Software Engineer

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.