REMOTE Senior Amazon Connect Engineer

About the role

Job Description

Insight Global is seeking a Senior AWS Amazon Connect Engineer for a top power generation client. This individual will take ownership of the design, implementation, integration, optimization, and production support of enterprise-scale Amazon Connect solutions. The engineer will build and optimize sophisticated contact-center functionality including call flows, routing, outbound campaigns, progressive dialing, conversational IVR, callbacks, and advanced voice capabilities. They will also develop integrations across AWS services, Salesforce/CRM platforms, APIs, and downstream data systems while driving platform scalability, security, reliability, monitoring, and performance. The ideal candidate brings deep hands-on Amazon Connect expertise and can lead complex production troubleshooting, technical design discussions, and engineering best practices across a large enterprise environment. This is a fully remote position, starting at a 6-month contract.

Day-to-Day: • Own the design, implementation, enhancement, optimization, and production support of enterprise Amazon Connect solutions • Design and optimize call flows, routing strategies, inbound/outbound calling, and advanced voice functionality • Own outbound campaigns and progressive dialer solutions from implementation through operational support • Build and support integrations between Amazon Connect, AWS services, Salesforce/CRM systems, APIs, and enterprise applications • Develop and troubleshoot Lambda-based and event-driven integrations • Optimize the platform for scalability, performance, reliability, security, and monitoring • Support contact records, real-time streaming, reporting, analytics, call recording, and downstream data processing • Lead troubleshooting and root-cause analysis for complex production issues involving routing, latency, stuck calls, call flows, and agent connectivity • Lead technical design reviews and establish engineering best practices • Partner across architecture, applications, infrastructure, operations, security, and business teams • Provide technical leadership and guidance to the broader engineering team

Skills and Requirements

• 8+ years of cloud, application, integration, or contact-center engineering experience • Strong hands-on Amazon Connect expertise, ideally 5+ years • Strong hands-on experience with the "Progressive Dialer" function, and the "Voice Data Storage" function • Bachelor’s degree in Computer Science, IT, Engineering, or related technical field • Enterprise-level experience designing, implementing, and supporting Amazon Connect environments • Strong experience with call flows, routing, inbound/outbound calling, and advanced voice capabilities • Strong AWS experience with Lambda, S3, DynamoDB, CloudWatch, API Gateway, IAM, and KMS • Experience with CTR/contact records, Kinesis Data Streams, Amazon Data Firehose, and real-time data processing • Experience integrating Amazon Connect with Salesforce/CRM platforms, REST APIs, and enterprise applications • Experience with advanced Connect functionality such as priority routing, transfers, voicemail, callbacks, notifications, and hours-of-operation management • Experience with Contact Lens, call recording, transcription, analytics/reporting, monitoring, and sensitive-data/redaction concepts • Experience with Amazon Lex for conversational IVR/self-service • Development/scripting skills, preferably Python, including troubleshooting Lambda integrations • Infrastructure as Code experience with Terraform and/or CloudFormation, plus CI/CD • Master’s degree • Amazon Bedrock and/or Amazon Polly • Amazon Connect migration/modernization experience from legacy contact-center or CCaaS platforms • Salesforce Service Cloud Voice integration • Omnichannel voice/chat experience • AWS CLI experience • Experience integrating recordings, transcripts, and metadata into analytics or Voice-of-Customer platforms • Experience supporting contact-center platforms in regulated/security-conscious environments • AWS Certified Solutions Architect Professional or Associate • AWS Certified Developer Associate • AWS Certified Advanced Networking Specialty

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.

Posting text as published by Insight Global.

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Baltimore, MD

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