AWS Contact Center Engineer (Amazon Connect)

CGI•Dallas, TX

17h•Hybrid

About The Position

CGI is seeking an experienced Amazon Connect Software Engineer to join our team and help design, build, and support enterprise scale contact center solutions. This role is responsible for delivering highly available, secure, and scalable Amazon Connect implementations while collaborating across cloud, security, telephony, and operations teams. The ideal candidate is a self starter who brings strong technical expertise, ownership, and a passion for continuous learning. This is a Full-Time employment opportunity based in Dallas TX and/or Merrimack, NH, currently in a Hybrid working model.

Requirements

6+ years of hands-on experience as a systems or software engineer
Proven experience designing, building, and maintaining Amazon Connect contact flows and routing logic
Strong experience implementing AWS Lambda solutions (Node.js or Python) with DynamoDB
Experience integrating Amazon Connect with Amazon Lex, third party APIs, and enterprise systems
Experience managing call recording, error handling, and failover routing strategies
Solid understanding of queues, routing profiles, and hours of operation in Amazon Connect
Strong troubleshooting and performance optimization skills using Amazon CloudWatch
Experience working cross functionally with cloud, security, telephony, and support teams
Familiarity with version control systems and CI/CD pipelines
Working knowledge of Agile delivery methodologies (Scrum, Kanban)
Understanding of enterprise scale, highly available platform architectures
Hands on AWS experience or demonstrated commitment to building cloud expertise through training or certifications
Proven ability to work independently in high visibility, time sensitive situations
Self-starter with strong collaboration skills and a passion for continuous learning

Nice To Haves

Exposure to omnichannel contact center platforms (voice, chat, email, messaging) such as Genesys or Avaya
Familiarity with Docker, Kubernetes, or containerbased development

Responsibilities

Design, build, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and hours of operation
Implement dynamic and skill based routing using AWS Lambda (Node.js or Python) and DynamoDB
Develop and integrate Amazon Lex bots, third party APIs, and enterprise platforms such as CRM and case management systems
Manage call recording, error handling, and failover routing logic to ensure resiliency and high availability
Monitor, troubleshoot, and optimize routing performance using Amazon CloudWatch and AWS native tools
Build high quality, reusable, and scalable code aligned with modern engineering best practices
Collaborate cross functionally with cloud infrastructure, security, telephony, and support teams
Support CI/CD pipelines and version control practices for AWS Lambda and contact center components
Provide technical documentation, architectural guidance, and knowledge transfer to peers and stakeholders
Translate leadership direction and business requirements into effective engineering solutions
Support Agile delivery teams (Scrum, Kanban) and contribute to continuous improvement initiatives
Promote innovation, accountability, and best in class engineering practices across the team