Amazon Connect Engineer

Contact Center Operations

This role involves building, deploying, and supporting Amazon Connect environments for enterprise clients across healthcare, government, financial services, and automotive sectors.

Responsibilities

• Configure instances, write integrations behind contact flows, and ensure they are operational once deployed.
• Write Lambda functions in Node.js or Python to handle CRM lookups, dynamic prompts, and third-party API integrations.
• Deploy voice and chat self-service using Amazon Lex and generative capabilities.
• Implement agentic and generative AI features such as Amazon Q in Connect, Bedrock, agent assist, and automated summarization.
• Develop deployments through infrastructure-as-code, avoiding manual console passes.
• Support migrations from legacy on-prem and cloud contact center platforms, including flow rebuilds, test scripts, and cutover assistance.
• Integrate with major CRM and ticketing platforms.
• Build the reporting layer with tools like Contact Lens, CloudWatch dashboards, Kinesis, and QuickSight.
• Provide live production support in managed services, handling triage, root cause analysis, and issue resolution.

Requirements

• 2+ years of hands-on experience implementing Amazon Connect, including contact flows, routing profiles, queues, and agent configurations.
• Proficiency in Node.js or Python, particularly in writing Lambda functions that interact with Connect contact flows.
• Practical understanding of AWS services such as IAM, S3, DynamoDB, CloudWatch, API Gateway, and Lambda.
• Experience creating Amazon Lex bots and integrating them into contact flows.
• Experience with source control and at least one Infrastructure as Code (IaC) tool.
• A solid grasp of contact center operations, understanding the importance of routing decisions to business outcomes.
• Clear written communication skills, as documentation is part of the deliverables.
• Comfort working directly with client technical teams during requirements gathering and testing sessions.

Nice to Have

• AWS certification held or in progress.
• Experience with CRM or ticketing systems integrated with Amazon Connect.
• Experience with Contact Lens, CloudWatch dashboards, or QuickSight reporting.
• Hands-on experience with generative and agentic AI technologies like Bedrock, Q in Connect, or other similar tools.
• Experience managing multi-account AWS environments.
• Experience migrating from legacy contact center platforms.
• Experience in healthcare, government, or financial services delivery, relevant to HIPAA, FedRAMP, or PCI compliance.
• Experience in managed services or production support roles.

Qualifications

• Real depth in Amazon Connect, combined with working proficiency in two or three of the following disciplines: contact center operations, AI/ML/GenAI/agentic AI, UI/UX, transformation and migration, multi-account AWS (Control Tower and landing zone), DevOps/SDLC/IaC, and architecture, security, operations, and finance.
• Genuine interest in the remaining disciplines, even if not yet proficient.

Skills

• Eight core disciplines: contact center operations, Amazon Connect, AI/ML/GenAI/agentic AI, UI/UX, transformation and migration, multi-account AWS (Control Tower and landing zone), DevOps/SDLC/IaC, and architecture, security, operations, and finance.

Pay

TBD based on experience and qualifications.

Schedule

Immediate availability preferred.

Benefits

Not specified, but typically includes health insurance, retirement plans, and paid time off.

Benefits

Not specified, but typically includes health insurance, retirement plans, and paid time off.

Application

Applications are only accepted through our careers page. Please do not email resumes to individual team members.