Amazon Connect Implementation and Support Engineer

Amazon Connect Implementation and Support Engineer (031126). If you need support in completing the application or if you require a different format of this document, please get in touch with at with the subject line: “Application Support Request”. Role: Amazon Connect Implementation and Support Engineer
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
Job Type: Permanent
Location: Letterkenny (Hybrid working model)

Join Tata Consultancy Services as an Amazon Connect Implementation and Support Engineer. Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

The Amazon Connect Engineer is responsible for the design, deployment, configuration, and support of Amazon Connect cloud contact center solutions. This role works closely with business stakeholders, solution architects, and developers to implement scalable and secure customer engagement platforms.

• Design and implement Amazon Connect solutions for voice, chat, and omnichannel experiences.
• Configuring call flows, IVR, contact routing, Lambda integrations, and third-party tool integrations.
• Collaborate with stakeholders to understand business requirements and translate them into functional AWS connect solutions.
• Configure AWS services such as Lambda, Lex, S3 DynamoDB, CloudWatch, and IAM for seamless integration with Amazon Connect
• Manage integrations with CRMs, WFM tools, and analytics platforms
• Monitor and troubleshoot operational issues and optimize performance
• Create and maintain technical documents, SOPs, and knowledge bases

Core Technical Skills

• Amazon Connect Development (Amazon Connect, Lex, Polly, etc.)

• Experience designing and deploying voice workflows using Amazon Connect.
• Integration with Lex for conversational AI and Polly for text-to-speech.
• Custom contact flows, Lambda integrations, and real-time analytics.

AWS Expertise

• Deep understanding of core AWS services: Lambda, DynamoDB, S3, CloudFormation, IAM, CloudWatch, etc.
• Experience with serverless architecture and microservices.
• Strong grasp of security best practices and cost optimization.

Telephony & Contact Centre Applications

• Knowledge of SIP, VoIP, IVR systems, and CTI integrations.
• Experience with call routing, queue management, and real-time dashboards.
• Familiarity with legacy systems and migration strategies to cloud-based platforms.

Extensive hands-on experience and Architecting Amazon Connect and related voice services. Proven experience working with Contact Center as a Service (CCaaS) platforms. Significant, demonstrable experience working with AWS in a professional setting. Demonstrated experience with telephony systems and contact centre technologies. Proven ability to lead technical initiatives and mentor team members.

Good to have:

• AWS certified (AWS certified cloud Practitioner, Solutions Architect or AWS certified developer)

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2 as amended). We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role. As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us the subject line: “Adjustment Request” or email to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

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Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion. xcfaprz

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