Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid) Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress. Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape. Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need. Discover what your 25,000 future colleagues already know: Why Syneos Health • We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program. • We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. • We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. Job Responsibilities Team Mission: Our Technology Operations team enables the Commercial organization to deliver scalable, automated, and reliable customer engagement platforms. We focus on building systems that reduce manual effort, accelerate delivery, and enable consistent, high-quality customer experiences. The Role: Reporting to the Engineering Lead, you will serve as a builder and technical owner for our Amazon Connect telephony platform. Your primary focus will be designing and developing scalable IVR systems, automation frameworks, and integrations that power our contact center. This role is build-first, with success measured by your ability to create reusable, automated, and scalable solutions that reduce operational overhead and accelerate feature delivery. While you will support complex troubleshooting when needed, your core responsibility is to eliminate recurring issues through better design and automation. You will establish engineering patterns across IVR, backend services, and integrations, enabling Engineer II resources to efficiently deliver within a well-structured and automated platform. This role will work a hybrid schedule in our Hyderabad office, meaning candidates need to be able to attend the office 2- 3 days a week. This is a second shift role (2 pm- 11 pm IST). What You’ll Do: Design and build scalable IVR systems and call routing logic in Amazon Connect. Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB. Create automation frameworks for telephony workflows, including dynamic routing, system-triggered actions, and configuration management. Build reusable components and patterns to standardize development across the platform. Design and implement integrations between Amazon Connect and Salesforce Service Cloud. Build and enhance custom Contact Control Panel (CCP) solutions to support agent workflows. Enable seamless, automated data exchange across telephony and enterprise systems. Design systems that prevent issues rather than react to them, including strong error handling, fallback logic, and resiliency patterns. Implement automated monitoring, alerting, and where possible, self-healing mechanisms. Continuously identify and eliminate manual processes through automation. Act as an escalation point for complex or recurring issues that require deep technical analysis, with a focus on root cause elimination rather than repeated fixes. Mentor Engineer II resources by providing clear designs, reusable patterns, and development standards. Break down complex systems into executable work for the broader team. Collaborate with Product, QA, and Platform Operations to deliver scalable solutions. Communicate technical decisions and trade-offs clearly to stakeholders. Qualifications: 5+ years of experience in software engineering, with a focus on cloud-based systems. 3+ years of hands-on experience with Amazon Connect, including IVR development. Strong experience building backend systems using AWS services such as Lambda, APIs, DynamoDB, and S3. Experience designing automation frameworks and event-driven architectures. Experience integrating Amazon Connect with Salesforce Service/Health Cloud or similar platforms. Strong understanding of telephony concepts including IVR, SIP, PSTN, and VoIP. Proven ability to design scalable, maintainable systems from the ground up. Preferred: Experience building custom Contact Control Panel (CCP) solutions. Experience with Amazon Kinesis or similar tools for real-time data and automation. AWS certifications such as Solutions Architect, Developer, or Connect Specialty. Experience with CI/CD pipelines and infrastructure as code. Soft Skills: Strong builder mindset with a focus on scalable and reusable solutions. Proactive in identifying inefficiencies and eliminating them through automation. Excellent problem-solving skills with an emphasis on prevention over reaction. Clear communicator who can translate complex systems into actionable plans. Collaborative and focused on enabling team-wide efficiency and quality. Key Success Measures: Reduction in manual telephony operations and interventions. Increased automation coverage across IVR and workflows. Faster delivery of new telephony features and enhancements. Reduction in recurring production issues due to improved system design. Improved developer velocity through reusable components and patterns. Get to know Syneos Health Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients. No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health. http://www.syneoshealth.com Additional Information Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job. Discover what our Syneos Health colleagues already know: work here matters everywhere. Work alongside the brightest minds in the biopharmaceutical industry taking down walls and removing barriers to speed our customers’ delivery of important therapies to patients. We are strategic thinkers who actively seek different perspectives, whether across offices or across oceans. Because we solve some of the toughest challenges facing the most prestigious healthcare companies today, you'll gain exposure and be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. The diversification and breadth of Syneos Health creates a multitude of career paths and employment opportunities. We’re a growing, global company dedicated to advancing our talent past their initial role. Discover what our 29,000 employees already know: work here matters everywhere. We work hard, and smart, all in the name of getting much-needed therapies to those who need them most. A career with Syneos Health means your everyday work improves patients’ lives around the world. Selecting us as an employer secures a career in which you’re guaranteed to: Partner with the most diverse team of experts in the industry. From the top down, our people are inspiring. Everyone has a voice and is encouraged to use it. Work in specialized Syneos Health teams that are therapeutically or functionally aligned for expert collaboration. We assemble clinical teams where everyone, from CRAs to senior management, is skilled in the same therapeutic area or customer teams. With this structure, everyone on your team speaks the same language and can deliver unique insights into the therapeutic environment and patient population. We are partners with purpose. We integrate seamlessly with our customers and do what’s best for their success. Our people provide the brilliant ideas, valuable insights and endless energy that accelerates the impact of life changing therapies worldwide.

Senior Engineer – Amazon Connect/ Telephony- Hyderabad (Hybrid).

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