AWS Connect Engineer

One Park Financial•Plano, TX

About The Position

We’re looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative-AI self-service, and real-time analytics—to deliver best-in-class customer experiences.

Requirements

3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect.
Solid skills in at least one language (Python, Node.js/TypeScript, or Java).
Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch).
Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact center metrics.
Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations.
Excellent communication and documentation skills; ability to translate business goals into technical roadmaps.

Nice To Haves

AWS Solution Architect or Amazon Connect Specialty certification.
Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect.
Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.
Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.
Exposure to global, multi-region Connect deployments and Global Resiliency patterns.
Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync.
Proficiency in Five9 reporting tools.

Responsibilities

Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers).
Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service
Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce).
Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries.
Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection.
Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions).
Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT.
Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security).
Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis