Role Description
Application Engineer Position Summary
As part of Customer Experiences Services organization, we have an exciting charter to develop new features, services and innovative workflows for the next generation of Customer Experience solutions. We are looking for a candidate who can work with us in a fast paced, multifaceted and agile environment. Candidates who enjoy tackling complex technical challenges, have a passion for delighting customers and who are self-motivated to push themselves in a team-oriented culture will thrive in our environment. One, who can partner with Business teams to understand business problems, develop and deliver the right technology solutions and maintain existing solutions. You will have a passion for technology, process and efficiency and have proven a genuine sense of curiosity and a keen desire to work through complex technical challenges at enterprise scale.
What You'll Do
- Collaborate with a team to design and enhance innovative features while maintaining existing functionalities for next-generation Customer Experience cloud solutions.
- Take responsibility for the implementation, delivery, and support of various applications that assist Client customers and products.
- Operate in a full DevOps environment, overseeing all engineering phases, including initial specifications, design and architecture, technology selection, development, unit testing, integration automation, and deployment.
- Play a crucial role in addressing service-impacting issues by conducting root cause analyses, defining resolutions, and coordinating with engineering teams to implement hotfixes in production.
- Work within an agile team, engaging with architects, product management, and other engineering teams to ensure seamless collaboration.
- Actively participate in design and code reviews, offering valuable insights and guidance.
- Stay proactive about new features and technologies that can enhance efficiency, productivity, and development across the entire support ecosystem.
- Develop and implement processes aimed at minimizing manual operations and automating routine tasks.
- This position is based at the Client office in Noida.
What You Need To Succeed
- Bachelor’s or master’s degree in computer science, Engineering, or a related field.
- 3–5 years of hands-on experience configuring and managing AWS services and CaaS platforms (Amazon Connect, Genesys, RingCentral).
- 2+ years of experience in setup, configuration, integration, routing, reporting, and contact flow development on CaaS platforms.
- 2+ years of experience integrating AWS services such as Lambda, S3, DynamoDB, EC2, CloudFront, IAM, and third-party APIs.
- 2+ years of scripting experience with Python, JavaScript, or Node.js.
- AWS Certification (preferred).
- Familiarity with customer experience technologies including Voice, IVR, Chat, Messaging (SMS/Chat/WhatsApp).
- Experience building and maintaining CI/CD pipelines and continuous delivery systems on AWS or Azure.
- Strong understanding of deployment automation, monitoring, and operational optimization tools.
- Proven ability to troubleshoot and resolve issues across development, testing, and production environments.
- Experience providing L3 production support for business-critical applications (including on-call responsibilities).
- Strong communication, analytical, and collaboration skills with the ability to work effectively in cross-functional teams.
Skills
Amazon Connect,Contact Center, DevOps, CaaS platforms, Python
