REMOTE Senior Amazon Connect Engineer

Job Description

Insight Global is seeking a Senior AWS Amazon Connect Engineer for a top power generation client. This individual will take ownership of the design, implementation, integration, optimization, and production support of enterprise-scale Amazon Connect solutions. The engineer will build and optimize sophisticated contact-center functionality including call flows, routing, outbound campaigns, progressive dialing, conversational IVR, callbacks, and advanced voice capabilities. They will also develop integrations across AWS services, Salesforce/CRM platforms, APIs, and downstream data systems while driving platform scalability, security, reliability, monitoring, and performance.

The ideal candidate brings deep hands-on Amazon Connect expertise and can lead complex production troubleshooting, technical design discussions, and engineering best practices across a large enterprise environment. This is a fully remote position, starting at a 6-month contract.

• Own the design, implementation, enhancement, optimization, and production support of enterprise Amazon Connect solutions
• Design and optimize call flows, routing strategies, inbound/outbound calling, and advanced voice functionality
• Own outbound campaigns and progressive dialer solutions from implementation through operational support
• Build and support integrations between Amazon Connect, AWS services, Salesforce/CRM systems, APIs, and enterprise applications
• Develop and troubleshoot Lambda-based and event-driven integrations
• Optimize the platform for scalability, performance, reliability, security, and monitoring
• Support contact records, real-time streaming, reporting, analytics, call recording, and downstream data processing
• Lead troubleshooting and root-cause analysis for complex production issues involving routing, latency, stuck calls, call flows, and agent connectivity
• Lead technical design reviews and establish engineering best practices
• Partner across architecture, applications, infrastructure, operations, security, and business teams
• Provide technical leadership and guidance to the broader engineering team

• 8+ years of cloud, application, integration, or contact-center engineering experience
• Strong hands-on Amazon Connect expertise, ideally 5+ years
• Strong hands-on experience with the "Progressive Dialer" function, and the "Voice Data Storage" function
• Bachelor’s degree in Computer Science, IT, Engineering, or related technical field
• Enterprise-level experience designing, implementing, and supporting Amazon Connect environments
• Strong experience with call flows, routing, inbound/outbound calling, and advanced voice capabilities
• Strong AWS experience with Lambda, S3, DynamoDB, Cloud Watch, API Gateway, IAM, and KMS
• Experience with CTR/contact records, Kinesis Data Streams, Amazon Data Firehose, and real-time data processing
• Experience integrating Amazon Connect with Salesforce/CRM platforms, REST APIs, and enterprise applications
• Experience with advanced Connect functionality such as priority routing, transfers, voicemail, callbacks, notifications, and hours-of-operation management
• Experience with Contact Lens, call recording, transcription, analytics/reporting, monitoring, and sensitive-data/redaction concepts
• Experience with Amazon Lex for conversational IVR/self-service
• Development/scripting skills, preferably Python, including troubleshooting Lambda integrations
• Infrastructure as Code experience with Terraform and/or Cloud Formation, plus CI/CD
• Master’s degree
• Amazon Bedrock and/or Amazon Polly
• Amazon Connect migration/modernization experience from legacy contact-center or CCaaS platforms
• Salesforce Service Cloud Voice integration
• Omnichannel voice/chat experience
• AWS CLI experience
• Experience integrating…