Developer - Application Development 5B

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description

Amazon Connect & Agentic AI Engineer (AWS CCaaS)

Experience: 1–3 Years

We are looking for an Amazon Connect & Agentic AI Engineer to support the development, configuration, enhancement, and production support of modern Contact Center as a Service (CCaaS) solutions. The candidate will work with Amazon Connect, AWS services, Generative AI, and Agentic AI capabilities to build and enhance customer and agent experiences.

The role involves working closely with senior engineers, project teams, and customers to implement contact center solutions, integrate AI capabilities, troubleshoot issues, and support production environments.

Key Responsibilities

• Configure and develop Amazon Connect contact flows, IVR, queues, prompts, and routing.
• Support development and integration using AWS Lambda, API Gateway, DynamoDB/RDS, S3, and CloudWatch.
• Assist in implementing voice and chat contact center capabilities.
• Support integration of Generative AI and Agentic AI capabilities into contact center solutions.
• Work with Amazon Bedrock, AI agents, prompts, knowledge bases, and LLM-based solutions under the guidance of senior engineers.
• Assist in developing AI-enabled use cases such as agent assistance, intelligent responses, customer self-service, summarization, and automated workflows.
• Support integration of Amazon Connect with AWS AI services, APIs, CRM, and backend applications.
• Troubleshoot application, integration, and contact center issues and provide L1/L2 production support.
• Monitor applications, contact flows, Lambda functions, and AI integrations using Amazon CloudWatch.
• Assist with root cause analysis, issue investigation, testing, and resolution.
• Support deployment and validation of Amazon Connect and AI changes across development, QA, and production environments.
• Document technical configurations, issues, solutions, and implementation changes.
• Collaborate with senior engineers and customer teams to understand requirements and implement solutions.

Required Skills

• 1–3 years of IT experience, preferably in AWS, Contact Center, Cloud, or application development.
• Hands-on exposure to Amazon Connect and understanding of basic contact center concepts.
• Working knowledge of AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB, and IAM.
• Basic understanding of Generative AI, LLMs, AI Agents, and Agentic AI concepts.
• Exposure to Amazon Bedrock and prompt engineering is preferred.
• Basic understanding of REST APIs, JSON, and system integrations.
• Good troubleshooting, analytical, and communication skills.
• Ability to work collaboratively with senior engineers and follow established development and support processes.

Good to Have

• Exposure to Amazon Bedrock Agents / Agentic AI workflows.
• Knowledge of AWS Lex, Polly, Transcribe, and Contact Lens.
• Exposure to RAG, Knowledge Bases, vector databases, or AI-powered search.
• Experience with Salesforce or other CRM integrations.
• Basic understanding of Terraform, CI/CD, and AWS deployment processes.
• AWS Cloud or Amazon Connect certification.
• Exposure to Python, Node.js, or JavaScript.
• Understanding of Agile/Scrum development and production support environments.

Key Focus Areas

Amazon Connect | AWS | Contact Center | Generative AI | Agentic AI | Amazon Bedrock | Lambda | APIs | CloudWatch | CRM Integration | Production Support

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

Work Shift -

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.