REMOTE Senior Amazon Connect Engineer

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.

Day-to-Day: * 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, CloudWatch, 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 CloudFormation, 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 recordings, transcripts, and metadata into analytics or Voice-of-Customer platforms * Experience supporting contact-center platforms in regulated/security-conscious environments * AWS Certified Solutions Architect Professional or Associate * AWS Certified Developer Associate * AWS Certified Advanced Networking Specialty