Contact Center Engineer

Just Energy•Mississauga, ON

1d•CA$81,670 - CA$110,250•Hybrid

About The Position

The Contact Center Engineer is responsible for the design, development, support, and ongoing optimization of cloud-based contact center solutions built on Amazon Connect and AWS services. This role requires strong proficiency in Python and AWS Lambda to develop custom integrations, real-time customer interaction logic, and automation that supports a scalable, highly available omnichannel contact center environment. In addition to solution development, this role performs production support responsibilities, including monitoring alerts, investigating issues, and resolving incidents. Participation in a rotating on-call schedule, including weekend coverage, is required. This is a hybrid position, with an expectation to be on-site (Mississauga) at least one day per week, subject to change based on business and management needs.

Requirements

Strong proficiency in Python
Strong proficiency in AWS Lambda
Experience with Amazon Connect and AWS services
Experience with DynamoDB, SQS, Kinesis, Lex, API Gateway & S3
Experience developing and maintaining integrations with external systems and APIs using Python libraries and RESTful services.

Responsibilities

Administer and support Amazon Connect environments, including configuration of contact flows, queues, routing profiles, skills, prompts, and agent profiles.
Design, review, analyze, and iteratively improve call and contact flows to meet business and customer experience objectives.
Configure and maintain omnichannel capabilities, including voice and chat.
Coordinate with the Telephony Manager and system architects on solution design, call flow parameters, testing, and deployment.
Develop serverless Python functions to handle real-time customer interaction logic, including data retrieval, calculations, and dynamic content generation.
Design and implement efficient Lambda functions for data processing, integrations, and custom agent features.
Collaborate with cross-functional teams to integrate Amazon Connect with additional AWS services, including DynamoDB, SQS, Kinesis, Lex, API Gateway & S3.
Develop and maintain integrations with external systems and APIs using Python libraries and RESTful services.
Monitor alerts, investigate issues, and resolve incidents.
Participate in a rotating on-call schedule, including weekend coverage.