AWS Connect Engineer

We are actively seeking a technically strong AWS Connect Engineer to support the implementation, administration, integration, and steady-state operation of the enterprise Digital Service Desk platform. This role will serve as the primary technical owner for Amazon Connect and the associated voice, telephony, IVR, routing, automation, monitoring, and integration capabilities. The engineer will work closely with ITSM, ServiceNow, Identity and Access Management, Telecom, Cloud Engineering, Automation, Observability, and Infrastructure teams. The successful candidate will be responsible for maintaining Amazon Connect environments, managing contact flows, supporting voice and AI-agent integrations, troubleshooting platform issues, and ensuring the reliability and scalability of the contact-center solution.

Key Responsibilities:

AWS Connect Platform Administration

• 5+ years of overall experience in cloud engineering, contact-center technologies, telecommunications, or enterprise application support.
• 2+ years of hands-on experience implementing or administering Amazon Connect. Administer Amazon Connect development, test, and production environments.
• Configure and maintain contact flows, prompts, queues, routing profiles, hours of operation, quick connects, and user permissions.
• Manage inbound and outbound telephony configurations, phone numbers, DIDs, toll-free numbers, and routing requirements.
• Support agent workspace, supervisor capabilities, call monitoring, call recording, and contact trace record configurations.
• Maintain language routing, business-hours routing, overflow, escalation, and fallback call paths.
• Support migration of existing contact-center configurations and telephony services into Amazon Connect.
• Troubleshoot call-routing, voice-quality, authentication, integration, and agent-connectivity issues. AWS Cloud and Integration Development:
• Experience with AWS services such as Lambda, IAM, S3, CloudWatch, Kinesis, EventBridge, DynamoDB, API Gateway, Secrets Manager, and CloudTrail.
• Develop and maintain Lambda functions used by Amazon Connect contact flows and supporting integrations.
• Integrate Amazon Connect with ServiceNow, identity platforms, AI and voice agents, collaboration tools, and enterprise applications.
• Develop and support RESTful API and JSON-based integrations.
• Troubleshoot API errors, authentication failures, timeouts, data-format issues, and integration dependencies.
• Support secure handoff of caller, session, authentication, and interaction context between Amazon Connect and downstream platforms.
• Work with ServiceNow teams to support incident creation, case management, fulfillment workflows, knowledge retrieval, and agent handoff.
• Support integration with Okta, Active Directory, Google Workspace, and other enterprise platforms.
• Maintain an inventory of integration endpoints, service accounts, credentials, certificates, API keys, and dependencies. Infrastructure as Code and DevOps
• 2+ years of hands-on experience with Terraform or comparable Infrastructure as Code tools.
• Develop and maintain reusable Terraform modules for Amazon Connect and supporting AWS resources.
• Maintain environment-specific variables and deployment configurations for development, test, and production.
• Support GitLab-based source-code management and CI/CD pipelines.
• Perform code reviews, pull-request validation, deployment approvals, and controlled production releases.
• Maintain Terraform state securely and support recovery, rollback, and environment-rebuild procedures.
• Minimize manual configuration and identify opportunities to bring console-based configuration under Infrastructure as Code.
• Ensure deployment processes are repeatable, auditable, and aligned with enterprise change-management standards. Monitoring, Reliability, and Operational Support
• Establish operational monitoring and alerting for Amazon Connect and its supporting AWS services.
• Develop CloudWatch dashboards, alarms, log queries, and operational health checks.
• Monitor contact failures, queue performance, Lambda errors, API failures, authentication issues, and call-routing anomalies.
• Integrate alerts with enterprise monitoring and ITSM platforms where applicable.
• Participate in incident response, major-incident bridges, problem investigations, and root-cause analysis.
• Conduct service reviews and identify recurring defects, capacity constraints, performance issues, and automation opportunities….