Platform Engineer

About the role We are building a next-generation banking experience where AI-driven automation and human expertise work together seamlessly. As a Contact Center Platform Engineer, you will design and scale our customer engagement platform on Amazon Connect, starting with asynchronous messaging and expanding to voice, email, and future channels. You will work closely with product and engineering teams to deliver a secure, scalable, and reusable platform that enables teams to operate independently over time. Responsibilities Design and implement Amazon Connect architecture for chat and tasks. Build contact flows (IVR/ICR), advanced routing, prioritization, overflow, and deflection strategies. Integrate backend systems using AWS Lambda for customer context and routing decisions. Configure SSO (SAML/Okta), user hierarchies, and security profiles. Customize the Agent Experience (CCP, concurrency, RONA, knowledge features, Amazon Q). Implement analytics, CSAT, and reporting. Deliver the plat...