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Contact Center Engineer (Amazon Connect)
Short Description
We are hiring a Sr. Contact Center Engineer to join our national Contact Center practice. In this role you will design, implement, and support advanced Amazon Connect solutions for enterprise and public sector clients, including agentic AI deployments for self-service and agent assistance built on Amazon Bedrock, Amazon Lex V2, and Amazon Nova. Deep AWS expertise required. (REMOTE position, can live in any US location.)
Detailed Description THE ROLE: Sr. Contact Center Engineer (Focus on Amazon Connect)
Seeking a Sr. Contact Center Engineer. In this role you will have responsibility for the design, implementation, and support of advanced contact center solutions built on Amazon Connect and the broader AWS ecosystem.
This is a senior, client-facing delivery role. You will own the technical outcome on complex, multi-site engagements — architecting solutions, writing the code that makes them work, and serving as the escalation point when they don't. You will also help shape how our practice delivers agentic AI in the contact center: designing AI agents that autonomously resolve customer intents, integrating them with enterprise systems, and instrumenting them so their performance can be measured and improved rather than assumed.
An AWS partner with a national Contact Center practice and a deep bench of Amazon Connect delivery experience. If you want to work on production agentic AI in the contact center rather than proofs of concept, this is where that work happens.
Responsibilities
Amazon Connect Delivery
- Lead end-to-end delivery of Amazon Connect engagements — discovery, architecture, design, build, migration, testing, cutover, and hypercare — across complex, multi-site enterprise contact center environments.
- Design and build contact flows, flow modules, routing profiles, queues, quick connects, hours of operation, and agent workspace configurations that are maintainable, reusable, and version-controlled.
- Implement and tune the Amazon Connect feature set, including Contact Lens (conversational analytics, post-contact summarization, performance evaluations, screen recording), Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and the analytics data lake for zero-ETL reporting.
- Architect omnichannel experiences spanning voice, chat, email, SMS, WhatsApp, and Apple Messages for Business within a unified agent workspace.
- Design telephony and carrier integrations, including SIP, Amazon Chime SDK Voice Connector, third-party carrier onboarding, number porting, and external voice transfer.
- Build for resilience and scale — multi-region architectures, Global Resiliency, capacity planning, and disaster recovery runbooks.
- Design, build, and deploy AI agents in Amazon Connect that autonomously understand customer intent, reason across steps, invoke tools, and complete transactions across voice and digital channels — with well-defined escalation paths to human agents.
- Develop agent tooling and action groups that expose enterprise APIs, Lambda functions, and CRM/WFM systems as agent-callable tools, including MCP-compatible integrations with IAM- and OAuth-scoped security boundaries.
- Implement retrieval-augmented generation (RAG) patterns using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra, and curate the knowledge sources that ground agent responses.
- Build production-grade agentic runtimes with Amazon Bedrock AgentCore (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) and integrate them directly into Connect flows.
- Deliver low-latency conversational voice using Amazon Lex V2 streaming bots and Amazon Nova foundation models — including speech-to-speech self-service — and tune turn-taking, response pacing, barge-in, and speech controls so interactions feel natural.
- Write production-quality serverless code — Python, Node.js, or JavaScript — that orchestrates multiple APIs and AWS services.
- Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.
- Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.
- Contribute to internal accelerators, tooling, and reusable intellectual property.
- Collaborate with National Contact Center team, AWS account teams, and AWS Professional Services to deliver cohesive solutions.
- Document as you go — as-built designs, runbooks, and knowledge transfer materials that leave clients self-sufficient.
- Bachelor's degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience.
Required Experience
- 3+ years designing, deploying, and supporting contact center technology solutions, including 2+ years delivering production Amazon Connect implementations end to end.
- Deep hands-on expertise across the AWS ecosystem: Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis.
- Demonstrated experience building generative and agentic AI workflows for the contact center using Amazon Bedrock, Amazon Lex V2, and Amazon Nova foundation models — including RAG, tool/function calling, guardrails, and evaluation of agent output quality.
- 3+ years of software development in Python, Node.js, Java, or JavaScript, writing custom applications that interact with multiple APIs.
- Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi-environment pipelines.
- Experience integrating contact center platforms with enterprise CRM and WFM systems such as Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio.
- Solid grasp of security and access control patterns: SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center, and least-privilege design for agent-to-tool delegation.
- Practical understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, and contact center reporting and analytics.
- Strong written and verbal communication, active listening, and presentation skills — with the consultative instincts to translate technical depth into executive-level recommendations.
- Ability to demonstrate analytical and consultative skills, and to apply solutions, technology, and products to a business opportunity.
- Ability to work well with others, operate independently in ambiguous client environments, and a genuine desire to learn new technologies.
- Adhere to best practices as set forth by industry and standards.
- Ability to travel to client sites as required (typically less than 25%).
- AWS certifications — Solutions Architect Professional, DevOps Engineer Professional, Machine Learning Specialty, or AI Practitioner.
- Experience delivering alongside AWS Professional Services or under an AWS partner subcontract model.
- Experience migrating legacy on-premises or competing cloud contact center platforms to Amazon Connect, including discovery, flow translation, and phased cutover.
- Hands-on work with Amazon Bedrock AgentCore components (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) in a production deployment.
- Experience with Amazon Nova Sonic or comparable speech-to-speech models for real-time voice self-service.
- Prior experience in a professional services, consulting, or systems integrator environment, working to billable delivery expectations.
- Vertical experience in healthcare, financial services, retail, or public sector, including familiarity with HIPAA, PCI-DSS, or FedRAMP compliance requirements.
- Experience with SQL and contact center data models for custom reporting and analytics.
- Proficiency with server virtualization and hybrid cloud architectures.
