Senior AWS Connect Engineer

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