Amazon Connect Engineer

We are looking for an experienced Amazon Connect Engineer to support the implementation, configuration, and ongoing enhancement of an enterprise AWS-based contact center environment for the State of California.

The ideal candidate will have strong hands-on experience with Amazon Connect, contact flows, queues, routing profiles, Amazon Lex, AWS Lambda, Terraform/CloudFormation, and contact center integrations. This role will work closely with the Amazon Connect Architect and DevOps teams to translate approved architecture and call-flow designs into production-ready configurations.

Key Responsibilities

• Support the Architect in translating call-flow, queue, and routing designs into working Amazon Connect configurations.
• Build, configure, and maintain Amazon Connect contact flows, queues, routing profiles, contact attributes, and agent configurations.
• Assist with configuration and integration of Amazon Lex bots and AWS Lambda functions for Conversational IVR solutions.
• Configure and test agent hierarchies, whisper flows, prompts, queue assignments, and routing logic.
• Support implementation and monitoring of Amazon Connect Voice ID, Amazon Q/Wisdom, and Contact Lens capabilities.
• Execute day-to-day Amazon Connect Moves, Adds, Changes, and Deletes (MACDs) under Architect direction.
• Execute infrastructure deployments using Terraform and/or AWS CloudFormation based on approved templates.
• Apply required cloud resource tagging and follow established AWS deployment standards.
• Coordinate with DevOps teams on deployment schedules and production release windows.
• Log, document, and track configuration changes through JIRA workflows.
• Document technical configurations and provide input to Architecture Decision Records maintained by the Architect.
• Identify and escalate Amazon Connect configuration constraints, integration issues, or platform limitations.
• Perform unit testing of contact flows, routing logic, and integrations before handoff to UAT.
• Troubleshoot configuration and integration issues across the Amazon Connect environment.