Cloud Engineer – Amazon Connect

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Job Description:

  • Amazon Connect implementations, migrations, and upgrades across inbound, outbound, and omnichannel deployments.
  • Design contact flows, routing logic, conversational AI (Amazon Lex V2), Contact Lens, and Amazon Q in Connect.
  • Integrate Connect with CRM platforms (Salesforce, Dynamics, ServiceNow) and configure channels including chat, SMS, WhatsApp, and email.
  • Manage telephony provisioning, instance security (SAML/SSO, HIPAA, PCI), and CTR analysis pipelines using Kinesis, S3, and Athena.
  • Lead Landing Zone buildouts, complex migrations, and Well-Architected Reviews on AWS.
  • Implement IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices (IAM, VPC, encryption).
  • Administer Windows/Linux environments and DevOps tooling (Docker, Ansible, Jenkins, GitHub Actions).
  • Lead 300-level technical sessions and architecture workshops for both technical and executive audiences.
  • Support SOW scoping, effort estimation, and pre-sales activities, and author technical documentation (architecture docs, runbooks, KT materials).
  • Participate in 24/7 on-call rotation for managed services support.

Requirements:

  • 5+ years of experience in technology operations, professional services, or cloud engineering.
  • 3+ years of hands-on Amazon Connect implementation experience in a professional services or consulting capacity.
  • Demonstrated subject matter expertise in Amazon Connect and at least one additional AWS specialty domain.
  • Proven experience leading customer-facing technical engagements at an enterprise or government scale.
  • Experience in regulated environments (HIPAA, PCI, CMMC Level 2 / FedRAMP) preferred.
  • Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
  • Strong technical writing skills — able to produce architecture documents, runbooks, and customer-facing deliverables independently.
  • Excellent verbal communication — comfortable leading 300-level sessions with mixed technical and executive audiences.
  • Collaborative team player capable of delegating to and mentoring Secondary Engineers.
  • Self-directed with strong time management across multiple concurrent customer engagements.

Benefits:

  • Competitive compensation
  • Comprehensive benefits
  • Training on cutting edge technology and partners (AWS)
  • Flexible work schedule
  • Responsible time off
  • Kitchen filled with snacks chosen by employees
  • Mentoring and community involvement
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