About this role
We are seeking an experienced Amazon Connect Developer to design, configure, and enhance cloud-based contact center solutions leveraging Amazon Connect, AWS Services, and Salesforce (Service Cloud / Salesforce Voice).
The ideal candidate will have hands-on expertise in building Contact Flows, Lambda integrations, telephony routing, call recording workflows, and two-way communication features with CRM systems.
This role will support initiatives such as inbound call flows, outbound dialing, screen pops, call dispositioning, recording storage, and SMS/e-mail automation integration
- Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).
- Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues.
- Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics.
- Implement call recordings, S3 storage, encryption policies, and retention settings.
- Develop Lambda functions for API-based integrations and dynamic routing logic.
- Configure Call Disposition / Wrap-Up codes and return values to external systems.
- Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud).
- Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls.
- Develop bidirectional data flows using:
- AWS Lambda
- Amazon Connect Streams API
- Amazon EventBridge
- Amazon SQS / SNS
- Work closely with CRM teams to ensure consistent logging of call activities and outcomes.
- Build solutions for:
- Outbound click-to-call
- Last-agent routing
- Skill-based routing
- Automated messaging on call outcome
- Voicemail routing
- Queue-based dashboards
- Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight.
- Apply IAM best practices (least privilege access).
- Secure S3 buckets, encryption, retention policies.
- Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).
- Conduct functional and UAT testing.
- Implement CI/CD best practices using CloudFormation or IaC tools.
- Monitor deployments across multiple environments.
Other facts
About Zensar
Zensar stands out as a premier technology consulting and services company, embracing an ‘experience-led everything’ philosophy. We are creators, thinkers, and problem solvers passionate about designing digital experiences that are engineered into scale-ready products, services, and solutions to deliver superior engagement to high-growth companies. This full lifecycle capability – from experience to engineering to engagement – is what makes us unique. This integrated approach also means that we harness the power of technology, creativity, and insight to deliver impact — ensuring our work focuses not just on technology but also on the people who use it.
Part of the $4.4 billion RPG Group, Zensar is headquartered in Pune, India. Our 10,000+ employees work across 30+ locations worldwide, including Seattle, Princeton, Cape Town, London, Singapore, and Mexico City. As an organization, we are diverse and multi-dimensional and unite across geographies and skill sets to deliver products and services that are value-driven, environmentally conscious, and human-centered.
To know more, visit us at www.zensar.com.
What you'll do
- The role involves designing, building, and optimizing Amazon Connect Contact Flows and integrating Amazon Connect with Salesforce. Responsibilities also include implementing agent experience features and ensuring compliance with telephony regulations.
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