Job Description:
• Design and deploy Amazon Connect environments for voice and chat service delivery
• Build and maintain Contact Flows, IVR workflows, queue design, routing logic, and agent workspace configuration
• Implement Amazon Connect Chat and web chat widget integration
• Integrate Amazon Connect with Amazon Lex V2, AWS Lambda, Amazon Polly, Amazon Bedrock, CloudWatch, SNS, DynamoDB, S3, IAM, and KMS
• Support Salesforce Contact Center with Amazon Connect, Salesforce Omni-Channel, OAuth authentication, screen pops, and transfer workflows
• Develop operational dashboards, call/chat metrics, routing analytics, and performance tuning recommendations
• Apply least-privilege IAM, encryption, monitoring, and security controls aligned to FedRAMP requirements
• Partner with AI engineers, cybersecurity personnel, and program leadership on migration from legacy contact-center tooling to an AWS-native stack
• Ensure voice and chat channels are deployed and stable, integrations operate seamlessly, and security and operational readiness requirements are met
Requirements:
• Bachelor’s degree and 8+ years of relevant experience OR Master’s degree with 6+ years of relevant experience
• Additional relevant experience may be accepted in lieu of a degree
• 8+ years of related cloud/contact-center engineering experience
• At least 5 years of hands-on Amazon Connect experience
• Experience integrating Amazon Connect with Amazon Lex and Salesforce
• Strong AWS architecture, networking, and AWS Lambda experience
• Experience supporting enterprise migration efforts and production operations in regulated environments
• Ability to obtain and maintain a Public Trust security clearance
• US Citizen
• AWS certifications such as Solutions Architect Professional or Advanced Networking preferred
• Experience with FedRAMP Moderate environments and government programs preferred
• Experience with CI/CD, infrastructure as code, and operational observability preferred
Benefits:
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement
• Competitive compensation