AWS Connect Support Engineer (Onsite)

We are currently looking for two AWS Support Engineers to handle day-to-day operations, incident management, troubleshooting, enhancements, and integrations while the project team continues the next phase to migrate from Genesys to AWS Connect. AWS Development & Integrations Support and maintain integrations involving AWS Lambda, S3, DynamoDB, CloudWatch, and Amazon Lex.

Title AWS Connect Support Engineer
Location 5 days onsite in Orange, CT
Duration 24 Months

Scope: Production support and ongoing enhancement of Amazon Connect CCaaS pilot environment. Production scope included: Agentic Call Routing use case and Move-In / Move-Out (MIMO) call deflection.

Job Description
We are currently looking for two AWS Support Engineers to handle day-to-day operations, incident management, troubleshooting, enhancements, and integrations while the project team continues the next phase to migrate from Genesys to AWS Connect. These resources will work closely with both teams to ensure the stability and ongoing evolution of the solution.

Must Have

• Experience supporting Amazon Connect or another cloud-based contact center platform
• Knowledge of AWS services, particularly Lambda, S3, DynamoDB, and CloudWatch
• Strong troubleshooting and production support skills
• Experience with REST APIs, JSON, and application integrations
• Development experience in JavaScript, Node.js, Python, Java, or similar technologies
• Experience with source control tools such as Git
• Strong communication and documentation skills

Nice to Have

• Hands-on Amazon Connect contact flow development and configuration
• AWS Lambda development experience
• Amazon Lex / Conversational AI experience
• CloudWatch monitoring and diagnostics
• Experience integrating with Salesforce, ServiceNow, or Client Dynamics
• Contact center technology experience (IVR, ACD, CTI, SIP)
• Infrastructure as Code experience (CloudFormation, Terraform, AWS CDK)
• AWS certifications
• Utilities industry experience

Responsibilities
Amazon Connect

• Configure and maintain users, routing profiles, queues, prompts, and hours of operation
• Develop and modify contact flows
• Configure routing logic, callbacks, transfers, IVR menus, and self-service capabilities
• Troubleshoot routing, contact flow, and agent/customer interaction issues
• Support deployments and configuration changes

AWS Development & Integrations

• Support and maintain integrations involving AWS Lambda, S3, DynamoDB, CloudWatch, and Amazon Lex
• Develop and maintain Lambda functions
• Support integrations with internal and third-party applications
• Monitor AWS resources and resolve issues

Production Support

• Provide Level 1 and Level 2 support for the production environment
• Perform CloudWatch log and metric analysis
• Troubleshoot contact flows, Lambda executions, and integration failures
• Analyze Contact Trace Records (CTRs)
• Perform incident triage, prioritization, and root-cause analysis
• Escalate issues to senior engineering teams or AWS Support when required