Senior AWS Connect & Teams Voice Engineer

TEKsystems; United States; Hybrid; USD 69,000 - 96,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Paid time off

Job summary

TEKsystems is seeking a Senior Systems Engineer to lead enterprise Amazon Connect and Microsoft Teams Phone environments. You will design, implement, and optimize contact center and voice solutions, working with vendors, carriers, and internal teams to deliver scalable, reliable telephony.

The role requires hands-on experience with Amazon Connect development, Lambda, Lex, and Teams Direct Routing, plus strong scripting and automation skills.

Qualifications

• 3+ years of hands-on Amazon Connect development and administration experience in a production environment.
• 5+ years of Microsoft Teams Phone/enterprise voice experience, including Direct Routing or Operator Connect.
• Strong experience with Amazon Connect contact flows, AWS Lambda, Amazon Lex, and integrations.
• Strong knowledge of SIP, RTP, SBCs, codecs, call routing, call-quality troubleshooting, and E911.
• Experience with phone number porting and telecom carrier coordination.
• Knowledge of AWS services such as IAM, S3, DynamoDB, Kinesis, and CloudWatch.
• Experience with PowerShell scripting and automation.
• Experience working with ServiceNow, Jira, and Confluence.
• Strong communication skills translating business requirements into technical solutions.

Responsibilities

• Design, build, and administer Amazon Connect configurations (flows, queues, routing, prompts, security profiles, agent configurations).
• Develop and maintain AWS Lambda, Amazon Lex, and API integrations for self-service and intelligent routing.
• Design and support Microsoft Teams Phone including Direct Routing, Operator Connect, auto attendants, queues, dial plans, and policies.
• Lead contact center implementations and migrations from requirements gathering to post-launch support.
• Manage PSTN connectivity, SIP trunking, SBCs, carriers, and E911, including porting.
• Integrate Amazon Connect with ServiceNow, CRM platforms, workforce management tools, and agent desktop solutions.
• Troubleshoot complex voice, call-routing, and integration issues in a 24x7 enterprise environment.
• Develop reporting using Amazon Connect metrics, CT records, dashboards, and wallboards.
• Automate provisioning, reporting, and admin processes using PowerShell, Python, and related tools.
• Maintain technical documentation, architecture diagrams, call flows, standards, and runbooks.
• Partner with AWS, Microsoft, carriers, and internal stakeholders; provide technical leadership.

Skills

Amazon Connect

Teams Phone

Lambda

PowerShell

Jira/Confluence

Communication

Tools

ServiceNow

CRM integrations

Job description

TEKsystems is seeking a Senior Systems Engineer to lead enterprise Amazon Connect and Microsoft Teams Phone environments. You will design, implement, and optimize contact center and voice solutions, working with vendors, carriers, and internal teams to deliver scalable, reliable telephony.

The role requires hands-on experience with Amazon Connect development, Lambda, Lex, and Teams Direct Routing, plus strong scripting and automation skills.