AWS Connect Engineer (26-09727) -

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Role Descriptions

AWS Connect Engineer with 6 or more years of experienceServe as the production support engineer and developer for Amazon Connect services| including contact flows| routing profiles| queues and agent workspacesTroubleshoot and resolve production incidents involving Amazon Connect| Contact Lens| Amazon Lex| AWS Lambda| APIs| CRM integrations| SIP telephony services| Pindrop Voice Authentication| and supporting AWS infrastructure.Monitor and analyze Contact Trace Records (CTR)| CloudWatch logs| SIP call flows| call recordings| telephony events| routing behavior| carrier logs| and operational metrics to diagnose issues and support data-driven decision making.Support SIP trunk integrations| carrier connectivity| DID provisioning| session border controllers (Clients)| voice routing| failover mechanisms| and telephony infrastructure troubleshooting activities.Analyze customer journeys across IVR| voice authentication| self-service| and agent-assisted interactions to identify operational challenges| root causes| process inefficiencies| and opportunities for service improvement.Collaborate with business stakeholders| operations teams| contact center leadership| and technology partners to gather| analyze| and document business| functional| and operational requirements for contact center platform migration and enhancement initiatives.Partner with AWS Support| Amazon Connect Support| telecom carriers| Pindrop Support| and third-party vendors to investigate issues| coordinate escalations| and ensure timely service restoration within defined SLAs.Evaluate production changes| deployments| configuration updates| and release implementations to ensure business requirements are met while minimizing operational and customer impact.Support User Acceptance Testing (UAT)| defect management| release validation| production readiness reviews| and post-implementation assessments to ensure successful delivery of business and technology solutions.Monitor platform performance and operational health using CloudWatch| Splunk| Dynatrace| Datadog| Grafana| and other observability tools to proactively identify risks and improve service reliability.Facilitate stakeholder meetings| operational reviews| incident postmortems| and requirements workshops while effectively communicating complex technical issues in business terms.Support compliance| audit| risk| fraud prevention| and governance initiatives by analyzing call recordings| logs| authentication workflows| and customer interactions to identify operational and regulatory risks.

Essential Skills

The Senior engineer/developer responsible for ensuring the stability| availability| and health of Amazon Connect-based enterprise contact center environments while partnering with business and technology teams to support the migration to Amazon connect cloud platform bringing continuous improvements to customer experience| operational efficiency| and platform reliability. This role combines hands-on technical expertise in Amazon Connect| AWS services| SIP telephony| and Pindrop Voice Authentication with strong business analysis skills including requirements gathering| customer journey analysis| process improvement| impact assessment| stakeholder management| and vendor management.Key ResponsibilitiesServe as the production support engineer and developer for Amazon Connect services| including contact flows| routing profiles| queues and agent workspacesTroubleshoot and resolve production incidents involving Amazon Connect| Contact Lens| Amazon Lex| AWS Lambda| APIs| CRM integrations| SIP telephony services| Pindrop Voice Authentication| and supporting AWS infrastructure.Monitor and analyze Contact Trace Records (CTR)| CloudWatch logs| SIP call flows| call recordings| telephony events| routing behavior| carrier logs| and operational metrics to diagnose issues and support data-driven decision making.Support SIP trunk integrations| carrier connectivity| DID provisioning| session border controllers (Clients)| v