Amazon Connect Application Engineer

Willowtree • Boston, MA

1d

About The Position

The Amazon Connect Application Engineer is the hands-on technical builder for complex Amazon Connect implementations. Working closely with Solution Architects and Technical Leads, you will be responsible for the actual configuration, scripting, and deployment of Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis. This role bridges the gap between design and reality, translating technical specifications into functioning, robust, and user-friendly customer experience solutions.

Requirements

• Experience: Bachelor's degree in Computer Science, Engineering, or equivalent practical experience. 2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms.
• Technical Execution: Proven track record of "hands-on" keyboard time configuring the Amazon Connect / AWS.
• Problem Solving: Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations.
• Development Literacy: Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization.

Nice To Haves

• AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect - Associate,AWS Certified Developer - Associate).
• Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys)
• Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.).
• Hands-on experience with other CCaaS solutions is a strong asset
• Strong programming skills in Python, Java, or Node.js.

Responsibilities

• System Configuration & Deployment: Execute the end-to-end configuration of Solutions, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings.
• Integration & Development: Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware.
• Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations. Ensure routing logic handles edge cases effectively.
• Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors.
• Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client's operations team by providing technical walkthroughs of the implemented solution.
• Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments.

Benefits

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees