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...