AWS Connect Systems Engineer

Dashboard Scripting Call Flow Operations ServiceNow AWS Lambda Amazon Lex Cisco WebEx AWS Kinesis SIP Trunking Communication Amazon Connect Microsoft Teams Network Routing Amazon DynamoDB Business Software Windows PowerShell Business Valuation Telecommunications AWS CloudFormation Systems Engineering Amazon Web Services Workforce Management Technical Leadership Business Requirements Full Stack Development Technical Documentation Business Transformation AWS Certified Developer Requirements Elicitation Self Service Technologies Node.js (Javascript Library) Session Initiation Protocols Real-Time Transport Protocol Telephone Numbering Planning Python (Programming Language) AWS Cloud Development Kit (CDK) Customer Relationship Management Microsoft Certified Professional Troubleshooting (Problem Solving) AWS Certified Solutions Architect Public Switched Telephone Networks Application Programming Interface (API), We are seeking a Senior Systems Engineer to serve as a lead technical resource for enterprise Amazon Connect and Microsoft Teams Phone environments. This individual will design, implement, support, and optimize contact center and voice solutions while partnering with business leaders, vendors, carriers, and technical teams.

The ideal candidate combines deep Amazon Connect experience with strong Microsoft Teams Phone and enterprise telephony knowledge and is comfortable owning solutions from initial requirements through implementation and ongoing support., * Design, build, and administer Amazon Connect, including contact flows, queues, routing profiles, prompts, security profiles, and agent configurations.

• Develop and maintain AWS Lambda, Amazon Lex, and API integrations supporting self-service, intelligent routing, and business application connectivity.
• Design and support Microsoft Teams Phone, including Direct Routing, Operator Connect, auto attendants, call queues, dial plans, voice routing, and calling policies.
• Lead contact center implementations and migrations, including requirements gathering, call-flow design, testing, production cutover, and post-launch support.
• Manage PSTN connectivity, SIP trunking, SBCs, telecom carriers, E911, and phone number porting.
• Integrate Amazon Connect with ServiceNow, CRM platforms, workforce management tools, and agent desktop solutions.
• Troubleshoot complex voice, call-routing, call-quality, and integration issues in a 24x7 enterprise environment.
• Develop reporting and analytics using Amazon Connect metrics, Contact Trace Records, Contact Lens, dashboards, and wallboards.
• Automate provisioning, reporting, and administrative processes using PowerShell, Python, and related tools.
• Maintain technical documentation, architecture diagrams, call flows, standards, and runbooks.
• Partner with AWS, Microsoft, telecom carriers, implementation partners, and internal business stakeholders.
• Provide technical leadership, establish best practices, and mentor other engineers and administrators.

• 3+ years of hands-on Amazon Connect development and administration experience in a production environment.
• 5+ years of Microsoft Teams Phone/enterprise voice experience, including Direct Routing and/or Operator Connect.
• Strong experience with Amazon Connect contact flows, AWS Lambda, Amazon Lex, and integrations.
• Strong knowledge of SIP, RTP, SBCs, codecs, call routing, call-quality troubleshooting, and E911.
• Experience with phone number porting and telecom carrier coordination.
• Knowledge of AWS services such as IAM, S3, DynamoDB, Kinesis, and CloudWatch.
• Experience with PowerShell scripting and automation.
• Experience working with ServiceNow, Jira, and Confluence.
• Strong communication skills with the ability to translate business requirements into technical solutions.

Preferred Qualifications

• Experience with AWS CloudFormation, CDK, or Terraform.
• Python and/or Node.js development experience.
• Experience migrating legacy Cisco, Webex, or similar telephony/contact center platforms.
• Experience with Amazon Connect Chat, Contact Lens, Amazon Q in Connect, or other AI-enabled contact center capabilities.
• AWS and/or Microsoft certifications, such as AWS Certified Developer Associate or AWS Certified Solutions Architect Associate., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.