AWS Connect Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Design, develop, and configure Amazon Connect solutions, which encompass contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies.

• Create and sustain integrations utilizing AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and various other AWS services.

• Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions.

• Develop and maintain conversational AI and chatbot functionalities employing Amazon Lex.

• Set up monitoring, alerting, and operational dashboards via Amazon CloudWatch, SNS, and AWS monitoring services.

• Execute Infrastructure as Code and deployment automation using AWS CloudFormation and CI/CD pipelines.

• Diagnose and resolve production issues, carry out root cause analysis, and provide continuous support for contact-center operations.

• Collaborate with business and technical teams to collect requirements and convert them into scalable AWS Connect solutions.

• Ensure the security, reliability, performance, and compliance of cloud contact-center environments.

⛳️ Requirements

• Over 7 years of experience in cloud-based contact center technologies with substantial hands-on expertise in Amazon Connect.

• Demonstrated experience in designing and implementing IVR, Contact Flows, Call Routing, Queues, Routing Profiles, and Callbacks.

• Extensive experience with AWS Lambda, Amazon Lex, and development of serverless applications.

• Familiarity with integrating enterprise applications through REST and SOAP APIs.

• Practical experience with Salesforce integration, particularly with Service Cloud Voice.

• Strong understanding of CloudWatch, SNS, CloudFormation, and AWS operational best practices.

• Proficiency in Python and/or JavaScript development.

• Knowledge of Git, Jenkins, CI/CD pipelines, source control, and deployment automation.

• Experience in supporting production environments, troubleshooting complex issues, and conducting root cause analysis.

• Solid understanding of AWS cloud architecture, security, scalability, and reliability principles.

• Exceptional communication and stakeholder management abilities.

• AWS Certifications (Associate or Professional level) are preferred.

• Familiarity with AWS Landing Zone, Azure AD/SSO, and identity federation is a plus.

• Practical experience with DynamoDB, S3, Kinesis, and other AWS services is advantageous.

• Experience with integration to ServiceNow, Jira, and ITSM platforms is beneficial.

• Knowledge of contact-center analytics, reporting, and workforce optimization solutions is a plus.

• Exposure to AI-enhanced customer service solutions and generative AI integrations within contact-center platforms is desirable.

🏝️ Benefits

• Vacation: 12-25 days, based on grade.

• Company paid holidays.

• Personal Days.

• Sick Leave.

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).

• Retirement savings plans (e.g., RRSP in Canada).

• Life and disability insurance.

• Employee assistance programs.

• Additional benefits as specified by local policy and eligibility.

• Potential eligibility for variable incentives, bonuses, or commissions.