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About the Role
Overview
We are building a next-generation banking experience where AI-driven automation and human expertise work together seamlessly. As a Contact Center Platform Engineer , you will design and scale our customer engagement platform on Amazon Connect , starting with asynchronous messaging and expanding to voice, email, and future channels.
You will work closely with product and engineering teams to deliver a secure, scalable, and reusable platform that enables teams to operate independently over time.
Responsibilities
- Design and implement Amazon Connect architecture for chat and tasks.
- Build contact flows (IVR/ICR) , advanced routing, prioritization, overflow, and deflection strategies.
- Integrate backend systems using AWS Lambda for customer context and routing decisions.
- Configure SSO (SAML/Okta) , user hierarchies, and security profiles.
- Customize the Agent E...
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