Cloud Engineer – Amazon Connect

About the role

The Opportunity: We are seeking a Cloud Engineer with deep Amazon Connect expertise to join our Professional Services team. This senior individual-contributor role serves as the primary engineer on high-complexity contact center and cloud infrastructure engagements, including Amazon Connect implementations, ConnectPath deployments, AWS migrations, Landing Zone buildouts, and CMMC/FedRAMP-aligned environments.

Responsibilities

• Aim Amazon Connect implementations, migrations, and upgrades across inbound, outbound, and omnichannel deployments.
• Design contact flows, routing logic, conversational AI (Amazon Lex V2), Contact Lens, and Amazon Q in Connect.
• Integrate Connect with CRM platforms (Salesforce, Dynamics, ServiceNow) and configure channels including chat, SMS, WhatsApp, and email.
• Manage telephony provisioning, instance security (SAML/SSO, HIPAA, PCI), and CTR analysis pipelines using Kinesis, S3, and Athena.
• Lead Landing Zone buildouts, complex migrations, and Well-Architected Reviews on AWS.
• Implement IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices (IAM, VPC, encryption).
• Administer Windows/Linux environments and DevOps tooling (Docker, Ansible, Jenkins, GitHub Actions).
• Lead 300-level technical sessions and architecture workshops for both technical and executive audiences.
• Support SOW scoping, effort estimation, and pre-sales activities, and author technical documentation (architecture docs, runbooks, KT materials).
• Participate in 24/7 on-call rotation for managed services support.

Requirements

• 5+ years of experience in technology operations, professional services, or cloud engineering.
• 3+ years of hands-on Amazon Connect implementation experience in a professional services or consulting capacity.
• Demonstrated subject matter expertise in Amazon Connect and at least one additional AWS specialty domain.
• Proven experience leading customer-facing technical engagements at an enterprise or government scale.
• Experience in regulated environments (HIPAA, PCI, CMMC Level 2 / FedRAMP) preferred.
• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
• Strong technical writing skills — able to produce architecture documents, runbooks, and customer-facing deliverables independently.
• Excellent verbal communication — comfortable leading 300-level sessions with mixed technical and executive audiences.
• Collaborative team player capable of delegating to and mentoring Secondary Engineers.
• Self-directed with strong time management across multiple concurrent customer engagements.

Qualifications

• Strong technical background in AWS and related cloud technologies.
• Experience with AWS services such as Lambda, SNS, SQS, and API Gateway.
• Knowledge of networking concepts, including routing, DNS, and load balancing.
• Experience with DevOps tools and methodologies, such as CI/CD pipelines, containerization, and orchestration.
• Experience with AWS Identity and Access Management (IAM) and other security best practices.
• Experience with AWS Well-Architected Framework principles.

Skills

• Deep knowledge of Amazon Connect, including contact flows, omnichannel channels, conversational AI, analytics, workforce management, and CRM integration.
• Broad AWS cloud engineering proficiency, including IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices.
• Strong technical communication skills, including the ability to lead 300-level technical sessions with enterprise and government clients.
• Ability to manage multiple customer engagements simultaneously and provide timely support during on-call rotations.

Benefits

CloudHesive offers competitive compensation, comprehensive benefits, training on cutting-edge technologies and partners (AWS), a flexible work schedule, responsible time off, standing desks, a kitchen filled with employee-selected snacks, and much more!

Pay

TBD

Schedule

TBD