DEVELOPER L3(CONTRACT)

City: Bengaluru

State/Province: Karnataka

Posting Start Date: 4/22/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Job Title

L2 - Contact Center Support Engineer (Amazon Connect)

Rates including mark up

130K/M

Primary Skill (Technical Skill)

Amazon Connect

Secondary Skill (optional)

IP Voice (Contact Center Admin)

Educational Qualifications

B.E. / B.Sc./Dip.

Experience Level

5 - 8 Years or more

Location of Posting

Bangalore preferred, India

Role & Responsibilities

• Provide Level 2 support for Amazon Connect contact center platforms
• Handle functional and technical incidents beyond L1 capability
• Perform root cause analysis for recurring issues
• Support contact flow updates, routing changes, and configuration fixes
• Assist in minor enhancements, changes, and releases
• Support reporting, metrics analysis, and operational dashboards
• Guide and mentor L1 engineers
• Coordinate with L3 teams and vendors for complex issues
• Participate in problem management and change implementation

Must have

• Strong hands-on experience with Amazon Connect
• Ability to design and modify contact flows
• Working knowledge of Amazon Lex
• Experience with voice, chat, and email routing
• Understanding of call flows, queues, and agent configurations
• Good troubleshooting skills across telephony and application layers
• Experience with incident, problem, and change management

• Understanding of ITIL processes - Incident, Problem, Change Management
• Familiarity with DevOps practices and release management
• Ability to support remote system administration
• Contribute ideas for automation and operational efficiency improvements
• Coordinate with internal teams and external vendors/service providers

• Ownership of critical incidents and escalations
• Ability to work independently with minimal supervision
• Good coordination with cross-functional teams
• Strong documentation and communication skills

Nice to Have

• Scripting knowledge (Python / Node.js)
• Exposure to automation tools
• Experience with digital channels (messaging, WhatsApp, social)
• Understanding of cloud contact center architecture

• Vendor Management

• Experience of handling global customers

Roles & Responsibilities:

• Provide Level 2 support for Amazon Connect contact center platforms
• Handle functional and technical incidents beyond L1 capability
• Perform root cause analysis for recurring issues
• Support contact flow updates, routing changes, and configuration fixes
• Assist in minor enhancements, changes, and releases
• Support reporting, metrics analysis, and operational dashboards
• Guide and mentor L1 engineers
• Coordinate with L3 teams and vendors for complex issues

Participate in problem management and change implementation

Skills Required:

Must have

• Strong hands-on experience with Amazon Connect

• Ability to design and modify contact flows

• Working knowledge of Amazon Lex

• Experience with voice, chat, and email routing

• Understanding of call flows, queues, and agent configurations

• Good troubleshooting skills across telephony and application layers

• Experience with incident, problem, and change management

Nice to Have

• Scripting knowledge (Python / Node.js)

• Exposure to automation tools

• Experience with digital channels (messaging, WhatsApp, social)

• Understanding of cloud contact center architecture

Mandatory Skills: Amazon Connect Cloud CC Admin .

Experience: 3-5 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Bangalore, India

Job ID: Wipro-163898

Employment Type: OTHER

Posted: 2026-04-25T18:51:33