Engineer - Amazon Connect

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a 500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.

We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee‑led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

We are seeking a motivated and detail‑oriented Amazon Connect Engineer to support the implementation and optimization of Amazon Connect solutions across our contact center ecosystem. In this hands‑on role, you will collaborate closely with senior engineers and cross‑functional stakeholders to build scalable, efficient, and integrated cloud contact center workflows. The ideal candidate is passionate about cloud technologies, eager to learn, and comfortable working in a dynamic, agile environment.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in‑office hybrid model (T‑TH in office and M & F remote) is required.

• Support the design and implementation of contact center solutions using Amazon Connect, including IVR workflows, routing strategies, bot development, Contact Lens, and queue configuration.
• Assist in integrating Amazon Connect with third‑party systems such as Salesforce, workforce management tools, Verint, ticketing systems, and reporting platforms.
• Collaborate with senior engineers and business teams to translate business needs into technical requirements and functional flows.
• Participate in the development of AWS Lambda functions and basic backend integrations using Python or Node.js to extend contact center functionality.
• Conduct functional and user acceptance testing to validate new features and configurations in the Amazon Connect environment.
• Monitor Amazon Connect environments for performance, reliability, and operational efficiency; troubleshoot and resolve issues under guidance.
• Stay informed on Amazon Connect features and AWS services relevant to cloud contact centers, recommending improvements where appropriate.
• Design and solution integrations with other business systems, such as Oracle ERP and CRM, Salesforce, and Payment Gateway.
• Lead the design and implementation of complex AWS architectures, with a strong focus on Amazon Connect for contact center operations.
• Provide application support by analyzing defects, replicating/fixing defects, and providing root‑cause analysis for defects. Troubleshoot and resolve functional and performance‑related issues.
• Oversee solution implementation in the areas of data integrity standards, data quality, and overall system usage.
• Mentor and…