Lead AWS Amazon Connect Engineer
Experis (Austria)
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Job summary
ManpowerGroup is seeking a Lead AWS Amazon Connect Engineer to own end-to-end design, implementation, and production support for enterprise contact-center solutions on Amazon Connect. The role emphasizes hands-on development, integration with Salesforce and other enterprise systems, and driving scalability and reliability.
The position is remote, supporting Eastern Time business hours, with a pay range of $70–$75 per hour on a W2 basis.
Qualifications
- 8+ years in software engineering
- 6-8+ years hands-on Amazon Connect development
- Experience owning enterprise-scale Amazon Connect environments
- Strong AWS Lambda, S3, DynamoDB, CloudWatch, API Gateway, IAM expertise
Responsibilities
- Lead design, implementation, and production support of Amazon Connect solutions
- Design and optimize contact center flows, routing, and voice features
- Own outbound campaigns and progressive dialing integrations
- Develop custom integrations between Amazon Connect, Salesforce, and other systems
- Drive scalability, reliability, security, and performance
- Lead troubleshooting, design reviews, and engineering best practices
Skills
Tools
Job description
Our client is seeking a Lead AWS Amazon Connect Engineer to own the design, implementation, integration, optimization, and production support of enterprise contact-center solutions. The role requires deep hands-on Amazon Connect and AWS expertise, strong integration and troubleshooting skills, and the ability to translate business requirements into secure, scalable, reliable, and supportable solutions.
- Serve as the lead technical resource for the enterprise Amazon Connect platform supporting 600+ users.
- Own the design, implementation, enhancement, and production support of enterprise Amazon Connect solutions.
- Design and optimize contact center call flows, routing, inbound/outbound calling, and advanced voice capabilities.
- Own outbound campaign and progressive dialer solutions, including integration and operational support.
- Design and support integrations between Amazon Connect, AWS services, Salesforce/CRM, APIs, and other enterprise platforms.
- Drive scalability, reliability, security, monitoring, and performance optimization across the Amazon Connect platform.
- Lead complex troubleshooting, root-cause analysis, technical design reviews, and engineering best practices, while providing technical guidance to the broader team.
- Build Proofs of Concept (POCs) and provide technical recommendations to support future platform growth.
- 8+ years of overall software engineering experience, with 6-8+ years of hands-on Amazon Connect development experience.
- Experience owning and supporting enterprise-scale Amazon Connect environments, including leading projects from solution definition through production deployment.
- Strong hands-on expertise in Amazon Connect, including contact center configuration, call flows, routing, and advanced voice capabilities.
- Hands-on experience with Amazon Connect outbound campaigns and progressive dialing, including implementation and operational support.
- Strong knowledge of AWS Lambda, S3, DynamoDB, CloudWatch, API Gateway, IAM, KMS, and serverless/event-driven architecture patterns.
- Experience with Amazon Connect Contact Records (CTR/contact records), Kinesis Data Streams, Amazon Data Firehose, real-time data streaming, and downstream processing.
- Experience designing and developing custom integrations between Amazon Connect, Salesforce or other enterprise CRM platforms, and enterprise applications using AWS Lambda, REST APIs, and event-driven integration patterns.
- Experience implementing advanced Amazon Connect capabilities including priority-based routing, call transfers, voicemail, callbacks with email/SMS notifications, and hours-of-operation management for ad hoc schedule changes, holidays, and business closures.
- Experience with Contact Lens, call recording, transcription, analytics, reporting, monitoring, sensitive-data handling/redaction concepts, and Amazon Lex for conversational IVR and self-service capabilities.
- Python development and scripting experience, with the ability develop and troubleshoot Lambda-based integrations.
- Experience with Infrastructure as Code and automated deployments using Terraform and/or CloudFormation and CI/CD practices.
- Strong production troubleshooting and root-cause analysis skills, including experience analyzing Amazon Connect Contact Records (CTR), CloudWatch logs, call latency, routing failures, stuck calls, and agent connectivity issues.
- Own technical outcomes end-to-end from requirements gathering and design through development, deployment, and production support.
- Work in a hands-on role where you will lead enhancements, integrations, troubleshooting, and platform evolution.
- Collaborate directly with business stakeholders to turn needs into scalable contact center solutions.
- Contribute to modernization and enhancement initiatives driven by business growth and acquisitions.
- Help identify opportunities to leverage AI and automation capabilities within the contact center environment.
- Medical and Prescription Drug Plans
- Dental Plan
- Vision Plan
- Health Savings Account
- Health Flexible Spending Account
- Dependent Care Flexible Spending Account
- Supplemental Life Insurance
- Short Term and Long Term Disability Insurance
- Business Travel Insurance
- 401(k), Plus Match
- Weekly Pay
ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.
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