Note: The job is a remote job and is open to candidates in USA. Brooksource is an IT and Engineering services provider supporting Fortune 500 organizations through staffing, professional services, and workforce transformation solutions. The Senior AWS Contact Center Routing Engineer designs, develops, implements, supports, and optimizes enterprise routing capabilities within Amazon Connect, including AWS integrations, production troubleshooting, reliability improvements, and cross-functional collaboration.
Responsibilities
- Design, build, and support Amazon Connect routing solutions across enterprise contact center environments
- Create, maintain, and optimize Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles
- Configure and support skills-based, attribute-based, priority-based, and queue-based routing strategies
- Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall experience
- Troubleshoot complex routing, telephony, contact flow, and agent routing issues
- Perform impact analysis, testing, validation, and implementation support for routing changes
- Develop, maintain, and support AWS Lambda functions used in Amazon Connect routing solutions
- Support integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge
- Build and support API-based integrations between Amazon Connect and enterprise systems
- Develop automation to improve routing supportability, deployment quality, monitoring, and operational efficiency
- Assist with technical design, integration patterns, and reusable routing components
- Support production incidents, problem resolution, and root cause analysis for Amazon Connect routing issues
- Create and improve monitoring, alerting, dashboards, runbooks, and operational documentation
- Partner with support teams to improve platform stability, availability, and resiliency
- Support change management and deployment activities for routing enhancements
- Participate in on-call or escalation support as required
- Partner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams
- Translate business routing needs into scalable Amazon Connect technical solutions
- Document routing designs, standards, support procedures, and implementation details
- Share technical knowledge and best practices with peers and cross-functional partners
Skills
- 5+ years of contact center technology experience
- 3+ years of hands-on Amazon Connect engineering experience
- Deep experience designing, building, and supporting Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records
- Experience developing or supporting AWS Lambda functions used in contact center workflows or routing logic
- Experience integrating Amazon Connect with APIs or external enterprise systems
- Strong understanding of contact center routing concepts, customer journeys, queue design, agent experience, and production support
- Strong troubleshooting, analytical, and problem-solving skills
- Experience supporting large-scale or enterprise contact center environments
- Strong written and verbal communication skills with the ability to work across technical and non-technical teams
Benefits
- 401(k) Matching Plan
- Medical, Dental, & Vision Plans
- 6 Paid Holidays
- Health Savings Account (HSA)
- Dependent Care FSA
- Supplemental coverage with plans that can fit each employee’s needs
- 401k plan that includes a company match and is fully vested after you become eligible
- Paid time off
- Sick time
- Paid company holidays
- Employee Assistance Program (EAP), including virtual counseling, financial services, legal services, and life coaching
Company Overview
Company H1B Sponsorship