AWS Connect Engineer

Location

• The position is fully remote and based in Canada.

Role overview

Responsibilities

• Design and configure Amazon Connect contact flows, IVR, queues, routing profiles, callbacks, operating hours, and intelligent call routing.
• Build integrations with AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, Salesforce Service Cloud Voice, CRM, and omnichannel platforms.
• Develop conversational AI and chatbot capabilities; configure monitoring, alerting, and dashboards using CloudWatch, SNS, and AWS monitoring services.
• Implement infrastructure as code and deployment automation with CloudFormation and CI/CD pipelines.
• Troubleshoot production issues, perform root cause analysis, and support contact-center operations.
• Gather business and technical requirements and translate them into scalable AWS Connect solutions.
• Maintain security, reliability, performance, and compliance of cloud contact-center environments.

Required experience and skills

• At least 7 years of cloud contact-center technology experience with strong hands-on Amazon Connect expertise.
• Experience designing IVR, contact flows, call routing, queues, routing profiles, and callbacks.
• Experience with AWS Lambda, Amazon Lex, serverless development, REST/SOAP APIs, and Salesforce Service Cloud Voice integration.
• Knowledge of CloudWatch, SNS, CloudFormation, AWS operations, and Python and/or JavaScript development.
• Experience supporting production environments, troubleshooting complex issues, and conducting root cause analysis.
• Strong understanding of AWS architecture, security, scalability, and reliability; excellent communication and stakeholder-management skills.
• Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation.

Advantageous experience

• AWS Associate or Professional certifications are good to have.
• AWS Landing Zone, Azure AD/SSO, identity federation, DynamoDB, S3, Kinesis, ServiceNow, Jira, ITSM platforms, contact-center analytics, workforce optimization, and AI or generative AI integrations are good to have.

Compensation and benefits

• Posted base compensation range is CAD 89,951 to CAD 156,310; the description does not specify a pay cadence.
• Additional compensation such as variable incentives, bonuses, or commissions may be available depending on the position and applicable laws.
• The employer describes a benefits package for regular full-time employees; local policy and eligibility apply.