Cloud Engineer – Amazon Connect

CloudHesive

About The Position

CloudHesive is an Amazon Premier Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. We help our customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services, with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization. Our employees are the foundation of our success, and we invest in them! We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring, and much more. We move quickly, act decisively, and communicate openly to drive a collaborative environment and our customers´ success. With offices in the U.S. and Latin America, you’ll work with industry experts on revolutionary technology solutions deployed successfully around the globe. The Opportunity: We are seeking a Cloud Engineer with deep Amazon Connect expertise to join our Professional Services team. This senior individual-contributor role serves as the primary engineer on high-complexity contact center and cloud infrastructure engagements, including Amazon Connect implementations, ConnectPath deployments, AWS migrations, Landing Zone buildouts, and CMMC/FedRAMP-aligned environments. The successful candidate demonstrates subject matter expertise in Amazon Connect's full product surface — contact flows, omnichannel channels, conversational AI, analytics, workforce management, and CRM integration — alongside broad AWS cloud engineering proficiency. This is a customer-facing role requiring strong technical communication skills and the ability to lead 300-level technical sessions with enterprise and government clients.

Requirements

5+ years of experience in technology operations, professional services, or cloud engineering.
3+ years of hands-on Amazon Connect implementation experience in a professional services or consulting capacity.
Demonstrated subject matter expertise in Amazon Connect and at least one additional AWS specialty domain.
Proven experience leading customer-facing technical engagements at an enterprise or government scale.
Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
Strong technical writing skills — able to produce architecture documents, runbooks, and customer-facing deliverables independently.
Excellent verbal communication — comfortable leading 300-level sessions with mixed technical and executive audiences.
Collaborative team player capable of delegating to and mentoring Secondary Engineers.
Self-directed with strong time management across multiple concurrent customer engagements.

Nice To Haves

Experience in regulated environments (HIPAA, PCI, CMMC Level 2 / FedRAMP) preferred.

Responsibilities

Lead Amazon Connect implementations, migrations, and upgrades across inbound, outbound, and omnichannel deployments.
Design contact flows, routing logic, conversational AI (Amazon Lex V2), Contact Lens, and Amazon Q in Connect.
Integrate Connect with CRM platforms (Salesforce, Dynamics, ServiceNow) and configure channels including chat, SMS, WhatsApp, and email.
Manage telephony provisioning, instance security (SAML/SSO, HIPAA, PCI), and CTR analysis pipelines using Kinesis, S3, and Athena.
Lead Landing Zone buildouts, complex migrations, and Well-Architected Reviews on AWS.
Implement IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices (IAM, VPC, encryption).
Administer Windows/Linux environments and DevOps tooling (Docker, Ansible, Jenkins, GitHub Actions).
Lead 300-level technical sessions and architecture workshops for both technical and executive audiences.
Support SOW scoping, effort estimation, and pre-sales activities, and author technical documentation (architecture docs, runbooks, KT materials).
Participate in 24/7 on-call rotation for managed services support.