Senior Cloud Telecom Engineer - Amazon Connect

City Of Atlanta Careers; Atlanta (GA); On-site; USD 63,000 - 85,000; Full time

Job summary

City of Atlanta Careers seeks a Telecom Engineer I – Senior Cloud Communication Engineer to design, implement, and optimize the organization's cloud-based contact center and telecom environment, with a focus on Amazon Connect integration with essential business systems.

You will lead in-call routing, security, and resiliency improvements while coordinating with vendors and internal teams to ensure reliable customer access and enterprise-wide connectivity.

Qualifications

• Knowledge of telecommunications concepts and operations.
• Experience designing contact-center solutions.
• Strong analytical and problem-solving abilities.

Responsibilities

• Administer and support Amazon Connect including flows and queues.
• Design IVR experiences to reduce transfers and wait times.
• Integrate Amazon Connect with CRM, billing and workforce systems.
• Configure AWS services used by the contact center (Lambda, Lex, S3, IAM).
• Monitor voice quality, routing, and platform availability.
• Develop dashboards/reports on call metrics and agent performance.

Skills

Telecom concepts

Cloud communications

Problem solving

Communication

Education

Bachelor’s in CS/EE

Tools

Amazon Connect

AWS Lambda

IAM

S3/CloudWatch

Job description

City of Atlanta Careers seeks a Telecom Engineer I – Senior Cloud Communication Engineer to design, implement, and optimize the organization's cloud-based contact center and telecom environment, with a focus on Amazon Connect integration with essential business systems.

You will lead in-call routing, security, and resiliency improvements while coordinating with vendors and internal teams to ensure reliable customer access and enterprise-wide connectivity.