AWS Connect Engineer (Onsite) :::: Jersey City, NJ or Wilmington, DE or Plano, TX (Local Only)

DMS Vision • Frisco, AL

13h • Onsite

About The Position

The AWS Connect Engineer will assist with migration from a legacy contact center system to Amazon Connect. The role is responsible for assessing, designing, developing, and implementing complex contact center solutions using Amazon Connect. The engineer will work with product, engineering, and operations teams to deliver secure, scalable solutions that meet business needs.

The position also involves developing integrations with business applications, optimizing contact center performance, configuring voice and chat capabilities, and providing technical support for Amazon Connect and its integrations. The role is onsite in Jersey City, New Jersey; Wilmington, Delaware; or Plano, Texas, and requires a local candidate. The stated duration is 12+ months.

Requirements

• At least 5 years of experience in contact center technologies and cloud architecture.
• At least 5 years of hands-on experience with Amazon Connect and AWS.
• At least 2 years of experience using Terraform.
• Deep understanding of Amazon Connect features and capabilities, including Contact Lens.
• Proven experience designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS Lex and Polly.
• Strong understanding of Amazon Connect integrations with AWS services such as Lambda, SQS, and SNS.
• Experience with Amazon Connect APIs and SDKs.
• Experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, and DynamoDB.
• Experience with AWS security best practices.
• Proven experience integrating Amazon Connect with CRM systems such as Salesforce and ServiceNow; experience with CRM APIs and data models.
• Strong programming skills using Java and Spring Boot.
• Experience with SQL and NoSQL databases, such as AWS RDS, DynamoDB, and Aurora.
• Experience working in Agile environments using Jira.
• Strong experience with DevOps practices and CI/CD, including Terraform, Jenkins, Spinnaker, and Git.
• Understanding of security protocols and systems, including Active Directory, IAM, SAML, and SSO, and applicable legal and regulatory requirements such as PCI DSS, PII, HIPAA, and GDPR.
• Knowledge of networking concepts and protocols, particularly in telephony environments.
• Strong problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Must be local to one of the listed onsite locations: Jersey City, NJ; Wilmington, DE; or Plano, TX.

Nice To Haves

• Experience integrating with workforce management systems such as Verint.
• Experience with Genesys on-premises contact center systems.
• Experience with contact center migrations.
• Experience with cloud migrations.
• Experience with AI/ML technologies, especially AWS Transcribe, Bedrock, Comprehend, and SageMaker.
• Related AWS certifications.

Responsibilities

• Design, develop, and implement contact center solutions using Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
• Develop and implement custom integrations with CRM systems such as Salesforce and ServiceNow, ERP systems, alert and monitoring systems, and other business applications.
• Analyze call-flow data, identify bottlenecks, and improve contact center performance to reduce call handling times and improve customer satisfaction.
• Configure and manage Amazon Connect voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Keep up to date with contact center technology and Amazon Connect features.
• Provide technical support and troubleshoot and resolve issues related to Amazon Connect and its integrations.
• Assist with migration from a legacy contact center system to Amazon Connect.
• Collaborate with product, engineering, and operations teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed