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 escrow. 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

• 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
• Integrations with major CRM and ticketing platforms
• The reporting layer — Contact Lens, Cloud Watch dashboards and alarms, Kinesis, Quick Sight
• Live production support in managed services: triage, root cause, fix, write it up

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), Dev Ops/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.

• 2+ years hands-on Amazon Connect implementation — contact flows, routing
• Working proficiency in Node.js or Python, specifically Lambda functions that integrate with Connect contact flows
• Practical AWS foundations: IAM, S3, DynamoDB, Cloud Watch, 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

• AWS certification held or in progress
• CRM or ticketing integration with Amazon Connect
• Hands-on Bedrock, Q in Connect, or other generative and agentic AI work
• Migration experience off legacy platforms
• Healthcare, government, or financial services delivery — HIPAA, FedRAMP, or PCI
• Managed services or production support background

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