Firstsource
Website:
firstsource.com
Job details:
About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL), is a specialized global business process services partner delivering transformational solutions across the customer lifecycle.
We work across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other diverse industries. With a presence across the US, UK, India, Mexico, Australia, South Africa, and the Philippines, we help clients solve complex challenges through domain expertise, technology, data, and analytics.
About the Role
We are looking for an experienced Amazon Connect Technical Lead / Platform & Configuration Owner to take ownership of post-go-live platform governance, production configuration, technical support, and critical incident management.
Key Responsibilities
- Own post-go-live governance of Amazon Connect contact flows, routing profiles, queues, and hours of operation.
- Manage production configuration changes through impact assessment, review, testing, rollout, and rollback.
- Review L2 fixes involving Contact Flows and AWS Lambda before production deployment.
- Maintain documentation for contact flows, integrations, and platform dependencies.
- Lead Sev-1/Sev-2 incidents and act as the senior technical point of contact for engineering and client stakeholders.
- Work closely with implementation teams to ensure support readiness before new features go live.
- Coordinate with AWS Enterprise Support for platform-level issues and escalations.
- Monitor and report key Amazon Connect and contact-center performance metrics.
Must-Have Skills
- 5–8 years of contact-center technology support/operations experience, including 3+ years of hands-on Amazon Connect experience.
- Strong knowledge of Contact Flow Designer, routing profiles, queues, hours of operation, and AWS Lambda.
- Experience leading/supervising L1/L2 support teams, including rostering and performance management.
- Experience managing change control and release processes in a production environment.
- Strong incident management skills, including leading Sev-1 bridge calls and client communication.
- Working knowledge of IAM, CloudWatch, and CloudFormation or Terraform.
Good to Have
- AWS Solutions Architect – Associate or higher.
- Experience with follow-the-sun/multi-geo support models.
- ITIL Foundation or Incident/Problem Management certification.
- Experience in BPO/BPM or managed services supporting enterprise clients.
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
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