Job Summary:
We are seeking a highly skilled Senior AWS Connect Engineer to design, implement, and optimize cloud-based contact center solutions using Amazon Connect. The ideal candidate will have deep technical expertise in AWS services, experience building scalable and secure contact center platforms, and a strong understanding of healthcare compliance standards such as HIPAA.
Key Responsibilities:
Design, configure, and deploy Amazon Connect solutions including call flows, IVR, routing, and integrations
Implement and manage integrations with CRMs (e.g., Salesforce, Zendesk) and third-party applications
Leverage AWS services such as Lambda, Lex, Kinesis, DynamoDB, and S3 to build intelligent, automated workflows
Ensure solutions meet healthcare regulatory and compliance requirements (HIPAA, PHI handling)
Monitor, troubleshoot, and optimize performance, reliability, and security of contact center environments
Collaborate with product managers, business analysts, and operations teams to gather requirements and deliver scalable solutions
Provide technical leadership, mentor junior engineers, and contribute to best practices and standards
Required Skills & Qualifications:
7+ years of experience in IT engineering with 3+ years in Amazon Connect or similar cloud contact center platforms
Strong hands-on expertise with AWS services including Lambda, CloudWatch, DynamoDB, S3, and API Gateway
Solid understanding of telephony, SIP, IVR design, and contact center operations
Proven experience in building secure, scalable, and highly available solutions
Strong troubleshooting, debugging, and problem-solving skills
Excellent communication and ability to work in cross-functional teams
Preferred Qualifications:
Experience in the healthcare industry with knowledge of HIPAA compliance and PHI data handling
Familiarity with AI/ML-powered features (chatbots, sentiment analysis, real-time analytics)
AWS certifications (Solutions Architect, SysOps, or Developer Associate/Professional)
Experience with Infrastructure as Code (CloudFormation, Terraform)
Exposure to omnichannel solutions (chat, email, SMS) integrated with Amazon Connect