Senior AWS Engineer, Amazon Connect

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Design and implement Amazon Connect environments for delivering voice and chat services.

• Create and sustain Contact Flows, IVR workflows, queue designs, routing logic, and agent workspace setups.

• Execute integration of Amazon Connect Chat and the web chat widget.

• Connect Amazon Connect with Amazon Lex V2, AWS Lambda, Amazon Polly, Amazon Bedrock, CloudWatch, SNS, DynamoDB, S3, IAM, and KMS.

• Provide support for Salesforce Contact Center utilizing Amazon Connect, Salesforce Omni-Channel, OAuth authentication, screen pops, and transfer workflows.

• Develop operational dashboards, call/chat metrics, routing analytics, and recommendations for performance tuning.

• Implement least-privilege IAM, encryption, monitoring, and security controls in accordance with FedRAMP standards.

• Collaborate with AI engineers, cybersecurity experts, and program leadership to transition from legacy contact-center tools to an AWS-native framework.

• Ensure the deployment and stability of voice and chat channels, seamless integration operations, and compliance with security and operational readiness standards.

⛳️ Requirements

• Bachelor’s degree with 8+ years of relevant experience OR a Master’s degree with 6+ years of relevant experience.

• Additional relevant experience may be considered in place of a degree.

• 8+ years of experience in cloud/contact-center engineering.

• Minimum of 5 years of hands-on experience with Amazon Connect.

• Experience in integrating Amazon Connect with Amazon Lex and Salesforce.

• Strong background in AWS architecture, networking, and AWS Lambda.

• Experience in supporting enterprise migration initiatives and production operations in regulated environments.

• Capability to obtain and maintain a Public Trust security clearance.

• Must be a US Citizen.

• Preferred AWS certifications include Solutions Architect Professional or Advanced Networking.

• Experience with FedRAMP Moderate environments and government programs is preferred.

• Familiarity with CI/CD, infrastructure as code, and operational observability is preferred.

🏝️ Benefits

• Health and Wellness programs.

• Income Protection.

• Paid Leave.

• Retirement.

• Competitive compensation.