Amazon Connect Engineer

VistalTech Inc; Sacramento (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

VistalTech Inc. is seeking an experienced Amazon Connect Engineer to support the deployment and ongoing improvement of an AWS-based contact center for California. The role requires hands-on work with Amazon Connect, contact flows, queues, and routing profiles, plus Lex/Lambda integrations and Terraform/CloudFormation.

Salesforce-to-AWS migration experience is a must. The engineer will collaborate with the Architect and DevOps teams to turn approved designs into production configurations, handle

Qualifications

• Hands-on experience with Amazon Connect and configuring call-flows, queues and routing.
• Salesforce-to-AWS migration experience is required.
• Experience with contact center integrations and AWS services (Lex, Lambda) is essential.

Responsibilities

• Translate call-flow, queue, and routing designs into working Amazon Connect configurations.
• Build and maintain Amazon Connect contact flows, queues, routing profiles, and agent configurations.
• Integrate Amazon Lex bots and AWS Lambda functions for Conversational IVR.
• Configure agent hierarchies, whisper flows, prompts, queue assignments, and routing logic.
• Support deployment and monitoring of Amazon Connect Voice ID, Q/Wisdom, and Contact Lens capabilities.
• Execute MACDs under Architect direction and deploy infrastructure via Terraform/CloudFormation.
• Document changes and track configurations in JIRA workflows.
• Escalate configuration constraints or integration issues as needed.

Skills

Amazon Connect

Contact Flows

Queues

Routing Profiles

Amazon Lex

AWS Lambda

Terraform

CloudFormation

JIRA

Salesforce Migration

Tools

Terraform

CloudFormation

JIRA

Job description

We are looking for an experienced Amazon Connect Engineer to support the implementation, configuration, and ongoing enhancement of an enterprise AWS-based contact center environment for the State of California.

The ideal candidate will have strong hands-on experience with Amazon Connect, contact flows, queues, routing profiles, Amazon Lex, AWS Lambda, Terraform/CloudFormation, and contact center integrations. This role will work closely with the Amazon Connect Architect and DevOps teams to translate approved architecture and call-flow designs into production-ready configurations.

The ideal candidate must have Salesforce-to-AWS migration experience.

Key Responsibilities

• Support the Architect in translating call-flow, queue, and routing designs into working Amazon Connect configurations.
• Build, configure, and maintain Amazon Connect contact flows, queues, routing profiles, contact attributes, and agent configurations.
• Assist with configuration and integration of Amazon Lex bots and AWS Lambda functions for Conversational IVR solutions.
• Configure and test agent hierarchies, whisper flows, prompts, queue assignments, and routing logic.
• Support implementation and monitoring of Amazon Connect Voice ID, Amazon Q/Wisdom, and Contact Lens capabilities.
• Execute day-to-day Amazon Connect Moves, Adds, Changes, and Deletes (MACDs) under Architect direction.
• Execute infrastructure deployments using Terraform and/or AWS CloudFormation based on approved templates.
• Apply required cloud resource tagging and follow established AWS deployment standards.
• Coordinate with DevOps teams on deployment schedules and production release windows.
• Log, document, and track configuration changes through JIRA workflows.
• Document technical configurations and provide input to Architecture Decision Records maintained by the Architect.
• Identify and escalation Amazon Connect configuration constraints, integration issues, or platform limitations.
• Perform unit testing of contact flows, routing logic, and integrations before handoff to UAT.
• Troubleshoot configuration and integration issues across the Amazon Connect environment.