Amazon Connect Routing Engineer

Eightelevengroup; Town of Florida, Northern (NY, KY); Hybrid; USD 96,000 - 110,000; Full time

Benefits offered by this job

401(k) Matching Plan

Medical, Dental, & Vision Plans

Health Savings Account

Dependent Care FSA

Paid time off and holidays

Employee Assistance Program

Job summary

Brooksource is seeking a Senior Amazon Connect Engineer (Routing) for a fully remote role. You will design, build, and support enterprise routing solutions within large-scale contact centers, leveraging Amazon Connect to optimize customer journeys and agent experience.

Responsibilities include creating contact flows, queues, routing profiles, and Lambda integrations, plus monitoring, incident response, and collaboration with product and engineering teams to deliver reliable, scalable routing.

Qualifications

• 5+ years of contact center technology experience.
• 3+ years of hands-on Amazon Connect engineering.
• Experience building and maintaining Contact Flows, Routing Profiles, Queues, and Integrations.
• Experience with AWS services and production support.

Responsibilities

• Design, build, and support Amazon Connect routing solutions for enterprise contact centers.
• Create and optimize Contact Flows, Routing Profiles, Queues, and related components.
• Configure and support skills-based, attribute-based, priority-based, and queue-based routing.
• Troubleshoot routing, telephony, and agent routing issues and perform impact analyses.

Skills

Amazon Connect

Routing design

Contact flows

Queue design

AWS services

Troubleshooting

Automation

Cross-functional collaboration

Tools

AWS Lambda

API Gateway

DynamoDB

S3

CloudWatch

EventBridge

Job description

Amazon Connect Engineer (Routing)

This is a Remote role.

Compensation: $70 - $80 per hour

Our client is seeking a Senior AWS Contact Center Routing Engineer specializing in Amazon Connect to design, develop, implement, support, and optimize enterprise routing capabilities within large-scale contact center environments. As a hands-on subject matter expert within Workforce Intelligence Platform Services (WIPS), you will build and support scalable routing solutions that enhance customer experience, agent efficiency, operational performance, and platform reliability. This role requires deep expertise in Amazon Connect routing, including building and maintaining contact flows, routing profiles, queues, and integrations with AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge. You will troubleshoot complex routing and contact flow issues, develop automation to improve operational efficiency, and support production incidents and change management activities. Collaboration with cross-functional teams to translate business needs into scalable technical solutions, as well as strong documentation and communication skills, are essential. The ideal candidate will have significant experience in contact center technology, Amazon Connect engineering, and AWS development, with a focus on reliability, automation, and continuous improvement.

WHAT YOU'LL DO

• Design, build, and support Amazon Connect routing solutions for enterprise contact center environments
• Create, maintain, and optimize Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles
• Configure and support skills-based, attribute-based, priority-based, and queue-based routing strategies
• Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall experience
• Troubleshoot complex routing, telephony, contact flow, and agent routing issues
• Perform impact analysis, testing, validation, and implementation support for routing changes
• Develop, maintain, and support AWS Lambda functions used in Amazon Connect routing solutions
• Support integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge
• Build and support API-based integrations between Amazon Connect and enterprise systems
• Develop automation to improve routing supportability, deployment quality, monitoring, and operational efficiency
• Assist with technical design, integration patterns, and reusable routing components
• Support production incidents, problem resolution, and root cause analysis for Amazon Connect routing issues
• Create and improve monitoring, alerting, dashboards, runbooks, and operational documentation
• Partner with support teams to improve platform stability, availability, and resiliency
• Support change management and deployment activities for routing enhancements
• Participate in on-call or escalation support as required
• Partner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams
• Translate business routing needs into scalable Amazon Connect technical solutions
• Document routing designs, standards, support procedures, and implementation details
• Share technical knowledge and best practices with peers and cross-functional partners

WHAT YOU BRING

• 5+ years of contact center technology experience
• 3+ years of hands-on Amazon Connect engineering experience
• Deep experience designing, building, and supporting Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records
• Experience developing or supporting AWS Lambda functions used in contact center workflows or routing logic
• Experience integrating Amazon Connect with APIs or external enterprise systems
• Strong understanding of contact center routing concepts, customer journeys, queue design, agent experience, and production support
• Strong troubleshooting, analytical, and problem-solving skills
• Experience supporting large-scale or enterprise contact center environments
• Strong written and verbal communication skills with the ability to work across technical and non-technical teams

The ideal candidate is a hands-on Amazon Connect routing engineer who has built and supported complex routing solutions in production. You should be comfortable working directly in Amazon Connect, troubleshooting contact flows and routing behavior, developing Lambda integrations, and partnering with operations and engineering teams to solve real customer and agent experience challenges. The strongest candidates will bring a combination of Amazon Connect routing depth, AWS development capability, enterprise contact center knowledge, strong troubleshooting skills, and a mindset focused on automation, reliability, and continuous improvement.

WHAT'S IN IT FOR YOU

• 401(k) Matching Plan
• Medical, Dental, & Vision Plans
• Health Savings Account and Dependent Care FSA
• Supplemental coverage options
• Paid time off, sick time, and 6 paid company holidays
• Employee Assistance Program (EAP) including virtual counseling, financial and legal services, and life coaching
• Relationship-driven process to find your best fit
• Regular meetings to ensure quality in your engagement
• Flexible hiring models: contract, contract-to-hire, and direct placement

ABOUT US

At Brooksource, relationships are the foundation of everything we do. Since 2000, we’ve built lasting partnerships with clients, consultants, and internal teams to deliver an exceptional experience across every engagement. As a trusted IT and Engineering services provider, Brooksource supports Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our proprietary Workforce Transformation program. Whether you're hiring for software development, cloud computing, cybersecurity, data analytics, or enterprise IT, our customized staffing solutions are designed to align with your company’s unique goals, culture, and technology stack. We offer flexible hiring models, including contract, contract-to-hire, and direct placement to meet your evolving business needs.

We are a certified partner of leading platforms, including Salesforce, AWS, Microsoft, and Google Cloud, enabling us to deliver scalable, end-to-end technology solutions. With a growing national footprint, Brooksource is redefining expectations in IT consulting, engineering services, and technology workforce solutions.

EEO STATEMENT

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

PAY DISCLAIMER

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.