Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Cloud Contact Center Operations
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Responsibilities
Design and maintain Amazon Connect Contact Flows (voice/chat, IVR, routing, callbacks)
Develop Python AWS Lambda functions to integrate with DynamoDB, S3, API Gateway, and third-party APIs
Build and maintain Jenkins CI/CD pipelines for Connect and Lambda deployments
Configure Connect routing profiles, queues, hours, prompts, metrics, and agent experience
Monitor using CloudWatch troubleshoot flow/latency/errors and participate in on-call as needed
Follow security best practices (IAM, secrets) and maintain documentation/runbooks
Requirements
3–5 years hands-on with Amazon Connect and Contact Flows
Python (AWS Lambda) development experience, including logging, error handling, and tests
Jenkins pipeline experience with Git-based workflows
Solid grasp of AWS fundamentals: IAM, CloudWatch, S3, DynamoDB, API Gateway
Understanding of contact center metrics (AHT, FCR, CSAT, SLAs)
Strong debugging, communication, and documentation skills
Nice to Have
Lex bot integration, Contact Lens
CRM/ITSM integrations (Salesforce/ServiceNow/Zendesk)
Terraform/CloudFormation, EventBridge/Kinesis, basic networking (SIP/WebRTC)
Bengaluru
Equal Employment Opportunity Statement
We are looking for people with their own life story and out-of-the-ordinary resume. Individual, not just like the rest. Different rather than conventional. Diversity is our strength and an essential element of Accenture’s corporate culture. We want an inclusive and open working environment in which everyone can be their natural selves. Everyone is welcome to apply to Accenture, regardless of origin, creed, disability, age, nationality, marital status, partnership status, sexual orientation, gender or other legally protected reasons.
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