Amazon Connect Engineer

Amazon Connect Engineer — Delivery & Managed Services

Call Center Power | Remote (U.S. preferred) | Contract or Full-Time

NO AGENCIES. We do not consider submissions from recruiting agencies, staffing

firms, or C2C arrangements. Direct applicants only.

Call Center Power is hiring an Amazon Connect Engineer to build, deploy, and

support Amazon Connect environments for our enterprise clients across

healthcare, government, financial services, and automotive. You'll configure

the instances, write the integrations behind them, and keep them healthy once

they're live.

This is a build role. You'll work inside architectures our solutions architects

set, and you own the quality of what you ship — configuration, code, tests, and

documentation. You won't be scoping SOWs or defining practice standards. You

will be in the console and the codebase every day.

The target is moving, and we hire for that. Amazon Connect and the AWS services

underneath it ship new capabilities and retire old ones continuously, and the

contact center is mid-transition — from deterministic IVR trees toward agentic

systems that reason, act, and escalate. You don't need a five-year thesis on it.

You do need real curiosity about where it's heading, a habit of reading release

notes, and the instinct to bring what you find into a design review instead of

sitting on it.

WHAT YOU'LL BUILD

• Contact flows, queues, routing profiles, hours of operation, and agent

workspace configuration

• Lambda functions behind the flows (Node.js or Python) — CRM lookups, dynamic

prompts, data hydration, third-party APIs

• Voice and chat self-service with Amazon Lex and generative capabilities

• Agentic and generative AI features under architectural direction — Amazon Q in

Connect, Bedrock, agent assist, automated summarization

• Deployments through infrastructure-as-code, not a second pass through the console

• Migrations off legacy on-prem and cloud contact center platforms — flow

rebuilds, test scripts, porting coordination, cutover support

• Integrations with major CRM and ticketing platforms

• The reporting layer — Contact Lens, CloudWatch dashboards and alarms, Kinesis,

QuickSight

• Live production support in managed services: triage, root cause, fix, write it up

HOW WE THINK ABOUT SKILLS

Our practice is built on eight disciplines: contact center operations, Amazon

Connect, AI/ML/GenAI/agentic AI, UI/UX, transformation and migration, multi-account

AWS (Control Tower and landing zone), DevOps/SDLC/IaC, and architecture, security,

operations and finance.

We are not asking you to arrive with all eight. What we want is real depth in

Amazon Connect, working ability in two or three of the others, and genuine

interest in the rest. Tell us where you're strong and where you're starting. We

would rather hire someone honest about the gaps than someone who claims all eight.

MUST HAVE

• 2+ years hands-on Amazon Connect implementation — contact flows, routing

profiles, queues, agent configuration

• Working proficiency in Node.js or Python, specifically Lambda functions that

integrate with Connect contact flows

• Practical AWS foundations: IAM, S3, DynamoDB, CloudWatch, API Gateway, Lambda

• Experience building Amazon Lex bots and wiring them into contact flows

• Source control plus at least one IaC tool

• Enough contact center context to understand why a routing decision matters to

the business, not just how to configure it

• Clear written communication — your documentation is part of the deliverable

• Comfort working directly with client technical staff in requirements and

testing sessions

NICE TO HAVE

• AWS certification held or in progress

• CRM or ticketing integration with Amazon Connect

• Contact Lens, CloudWatch dashboarding, or QuickSight reporting

• Hands-on Bedrock, Q in Connect, or other generative and agentic AI work

• Multi-account AWS environments

• Migration experience off legacy platforms

• Healthcare, government, or financial services delivery — HIPAA, FedRAMP, or PCI

• Managed services or production support background

WHERE THIS GOES

Engineers who build depth across those eight domains move toward the solutions

architect track — owning end-to-end design, running reviews, and setting the

patterns others build to.

Reports to: Amazon Connect Practice Lead

Start date: immediate availability preferred

APPLY: https://callcenterpower.com/careers/

Applications are only accepted through our careers page. Please do not email resumes to individual team members.