Senior AWS Connect Engineer

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

📋 Description

• Take ownership of the technical integrity, upkeep, and ongoing improvement of Modivcare's Intelligent Virtual Assistant along with its supporting contact-center functionalities.

• Design, develop, test, and sustain Amazon Connect contact flows, routing logic, prompts, queues, operational hours, security profiles, and associated configurations.

• Create and support integrations between Amazon Connect, the IVA/conversational layer, and enterprise systems utilizing AWS Lambda, APIs, event-driven patterns, and secure data exchange.

• Collaborate with product, operations, contact-center, and business teams to transform service requirements and customer challenges into technical specifications and iterative releases.

• Diagnose production issues across flows, bot functionality, Lambda functions, APIs, data dependencies, and telephony/customer-experience elements.

• Lead root-cause analysis and implement effective solutions.

• Execute change management, version control, peer review, testing, release preparation, rollback, and production support procedures.

• Enhance observability through logging, dashboards, alerts, traceability, and service-level metrics.

• Enforce security and privacy measures, including least-privilege access, secrets management, encryption, auditability, and secure API practices.

• Develop and maintain technical documentation, runbooks, architecture diagrams, and operational knowledge resources.

• Evaluate new Amazon Connect and AWS functionalities and recommend their adoption when they offer operational, customer, or maintainability advantages.

⛳️ Requirements

• Over 7 years of experience in software, cloud, contact-center, or platform engineering.

• More than 2 years of experience delivering and supporting Amazon Connect solutions in a live environment.

• Practical experience in constructing and maintaining Amazon Connect contact flows and integrating Connect with AWS Lambda and external systems.

• Strong proficiency in one or more programming languages utilized for serverless development, such as Node.js/Javascript.

• Familiarity with AWS IAM, CloudWatch, logging/monitoring, API integration, networking principles, and secure cloud engineering practices.

• Experience with conversational AI/IVA technologies, including Amazon Lex or a similar platform.

• Understanding of intent design, context/session management, error recovery, and live-agent escalation processes.

• Background in supporting customer-facing or mission-critical systems, including incident response, troubleshooting, root-cause analysis, and change/release management.

• Capability to articulate technical trade-offs clearly to both technical and non-technical stakeholders and collaborate across product, operations, security, and vendor teams.

• Proficient in Amazon Connect contact flows, queues, routing profiles, prompts, telephony setup, agent experience, contact attributes, reporting/metrics, and security configurations.

• Knowledge of AWS serverless and integration services, including Lambda, API Gateway, IAM, CloudWatch, CloudTrail, S3, DynamoDB, EventBridge/SNS/SQS, and Secrets Manager.

• Experience with infrastructure/configuration as code, version control, automated testing, CI/CD, environment promotion, and deployment governance.

• Familiarity with REST APIs, authentication/authorization mechanisms, error handling, reliability, data mapping, and the secure handling of personally identifiable or protected information.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Employer-paid Basic Life Insurance and AD&D.

• Voluntary Life Insurance (Employee/Spouse/Child).

• Health Care and Dependent Care Flexible Spending Accounts.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off.

• Paid Parental Leave.

• Short-Term and Long-Term Disability.

• Tuition Reimbursement.

• Employee Discounts (retail, hotel, food, restaurants, car rental, and much more!).

• Bonus eligibility based on individual and company performance.