Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid)
Syneos Health24 hours ago
Hyderābād, IndiaSenior
Responsibilities
- Design and build scalable IVR systems and call-routing logic in Amazon Connect.
- Develop backend services using Lambda, APIs, DynamoDB, S3, and related AWS services.
- Create automation frameworks for telephony workflows, dynamic routing, system-triggered actions, and configuration management.
- Build reusable components and engineering patterns to standardize platform development.
- Design and implement integrations between Amazon Connect and Salesforce Service Cloud or Health Cloud.
- Build and enhance custom Contact Control Panel solutions for agent workflows.
- Implement automated monitoring, alerting, fallback logic, resiliency patterns, and self-healing mechanisms where possible.
- Identify and eliminate manual processes, recurring issues, and operational overhead through automation and improved system design.
- Serve as an escalation point for complex technical issues and focus on root-cause elimination.
- Mentor Engineer II resources, define development standards, and break complex systems into executable work.
- Collaborate with Product, QA, and Platform Operations and communicate technical decisions and trade-offs.
Requirements
- 5+ years of software engineering experience focused on cloud-based systems.
- 3+ years of hands-on Amazon Connect experience, including IVR development.
- Strong experience building backend systems with AWS Lambda, APIs, DynamoDB, and S3.
- Experience designing automation frameworks and event-driven architectures.
- Experience integrating Amazon Connect with Salesforce Service Cloud, Salesforce Health Cloud, or similar platforms.
- Strong understanding of IVR, SIP, PSTN, and VoIP telephony concepts.
- Proven ability to design scalable and maintainable systems from the ground up.
- Preferred experience building custom Contact Control Panel solutions.
- Preferred experience with Amazon Kinesis or similar real-time data and automation tools.
- AWS certifications such as Solutions Architect, Developer, or Connect Specialty are preferred.
- Experience with CI/CD pipelines and infrastructure as code is preferred.
- Strong problem-solving, communication, collaboration, and automation-focused skills.
Benefits
- Hybrid work arrangement in the Hyderabad office, with attendance required 2–3 days per week.
- Second-shift schedule from 2:00 PM to 11:00 PM IST.
- Career development and progression opportunities.
- Supportive and engaged line management, technical and therapeutic-area training, peer recognition, and a total rewards program.
- Inclusive culture and reasonable accommodations in accordance with applicable requirements.
About Syneos Health
Syneos Health provides outsourced clinical development and commercialization services to pharmaceutical and biotech companies, spanning clinical trials, medical affairs, and product launch support. The company operates under fee-for-service and functional service provider models across global drug development. Headquartered in Morrisville, NC, it was formed in 2017 through the merger of INC Research and inVentiv Health and was acquired in 2023 by affiliates of Elliott Management.