About the Role
Tata Consultancy Services (TCS) is seeking a highly skilled AWS Connect professional to join our dynamic cloud infrastructure team. In this role, you will leverage your technical expertise to architect, deploy, and optimize cloud-based contact center solutions that drive exceptional customer experiences. This is a unique opportunity to work with a global leader in IT services, helping diverse organizations modernize their communication frameworks through the power of Amazon Web Services.
Key ResponsibilitiesAs an AWS Connect Specialist, you will be responsible for the end-to-end lifecycle of cloud contact center deployments. You will collaborate with cross-functional teams to translate business requirements into scalable technical architectures. Your day-to-day activities will involve configuring Amazon Connect instances, managing contact flows, and integrating various AWS services to enhance functionality.
- Design and implement sophisticated Amazon Connect contact flows and interactive voice response (IVR) systems to improve call routing efficiency.
- Integrate Amazon Connect with internal and external systems using AWS Lambda, Amazon Lex for conversational AI, and Amazon S3 for storage.
- Collaborate with stakeholders to understand customer journey requirements and deliver tailored technical solutions that meet specific business KPIs.
- Perform system monitoring, troubleshooting, and performance tuning to ensure high availability and reliability of the contact center platform.
- Provide technical guidance and mentorship to junior team members while ensuring all deployments adhere to cloud security best practices and TCS quality standards.
- Manage CRM integrations (such as Salesforce or Microsoft Dynamics) to provide agents with a unified view of customer data during interactions.
The ideal candidate should possess a strong background in cloud communications and a proven track record of managing enterprise-level AWS environments. We are looking for proactive problem-solvers who stay updated with the latest advancements in the AWS ecosystem.
- A minimum of 4 to 8 years of total experience in the Information Technology sector, with a significant focus on AWS cloud services.
- Hands-on experience with Amazon Connect core features, including contact control panels, routing profiles, and real-time/historical analytics.
- Strong proficiency in AWS Lambda, Python or Node.js, and API integrations.
- Educational background: A Bachelor’s or Master’s degree in Technology (B.Tech/B.E./M.Tech), Computer Applications (MCA/BCA), or Science (M.Sc/B.Sc) is required.
- Previous experience working with contact center technologies (Genesys, Cisco, or Avaya) and transitioning them to the cloud is highly desirable.
- Excellent communication skills and the ability to articulate complex technical concepts to non-technical business partners.
- Relevant AWS certifications (e.g., AWS Certified Solutions Architect or AWS Certified Cloud Practitioner) are considered a major advantage.
TCS offers a comprehensive benefits package designed to support the professional growth and personal well-being of our employees. By joining our team, you will enter a culture of continuous learning and innovation.
- Competitive compensation package aligned with industry standards and expertise level.
- Remote work flexibility, allowing you to work from key operational hubs including Chennai, Kolkata, Hyderabad, Pune, or Bangalore.
- Access to extensive internal training resources and sponsorship for professional cloud certifications.
- Global exposure through projects with Fortune 500 clients across various industry verticals.
- Comprehensive health and wellness programs, including insurance and mental health support.
- A structured career path with ample opportunities for internal mobility and leadership roles.