Solutions Engineer

HCLTech; United States; On-site; USD 130,000 - 190,000; Full time

Job summary

HCLTech is seeking an Amazon Connect Engineer (Level 3) to design, implement, and support enterprise-scale cloud contact center solutions on AWS. The role centers on delivering seamless customer experiences through automation, analytics, and scalable infrastructure.

Qualified candidates have extensive IT experience with Amazon Connect, strong skills in AWS services, REST integrations, and incident management.

Qualifications

• 8–12+ years of IT experience required.
• 4+ years of hands-on Amazon Connect implementation and support.
• Strong expertise in Amazon Connect administration and development.
• Experience with AWS services and enterprise integrations.

Responsibilities

• Design, implement, and optimize Amazon Connect environments.
• Develop contact flows, routing profiles, queues, and agent workspaces.
• Integrate Connect with ServiceNow, Salesforce, and CRM/ERP/ITSM platforms.
• Build integrations using AWS Lambda, API Gateway, Step Functions, and REST APIs.
• Support incident management, troubleshooting, and platform optimization.
• Monitor platform health with CloudWatch and enterprise monitoring tools.
• Ensure security, compliance, and operational excellence for contact centers.

Skills

IT experience

Amazon Connect experience

REST APIs

Enterprise integrations

Security/compliance

Tools

Amazon Connect

AWS Lambda

API Gateway

IAM

CloudWatch

DynamoDB

S3

SNS/SQS

Python

Node.js

CI/CD

Git/GitHub

Job description

HCLTech is hiring an Amazon Connect Engineer (Level 3) to design, implement, and support enterprise-scale cloud contact center solutions on AWS. This is an exciting opportunity for professionals passionate about customer experience, cloud technologies, automation, and contact center transformation.

Key Responsibilities:

• Design, administer, and optimize Amazon Connect environments
• Develop Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspaces
• Integrate Amazon Connect with ServiceNow, Salesforce, CRM, ERP, and ITSM platforms
• Build integrations using AWS Lambda, API Gateway, Step Functions, REST APIs, DynamoDB, SNS/SQS, and S3
• Implement AI-driven customer engagement solutions using Amazon Lex, Polly, Transcribe, and Contact Lens
• Perform L3 incident management, troubleshooting, RCA, and platform optimization
• Monitor platform health using CloudWatch and enterprise monitoring tools
• Ensure security, compliance, and operational excellence across contact center platforms

Required Skills:

• 8-12+ years of IT experience
• 4+ years of hands-on Amazon Connect implementation and support experience
• Strong expertise in Amazon Connect Administration & Development
• Experience with AWS Lambda, API Gateway, IAM, CloudWatch, DynamoDB, S3, SNS/SQS
• Knowledge of Contact Center Operations, Omnichannel Solutions, and IVR technologies
• Experience with REST APIs and enterprise integrations

Preferred Skills:

• Amazon Lex, Contact Lens, Polly, and Transcribe
• Python or Node.js development
• CI/CD, Git/GitHub, Agile and DevOps practices
• AWS Certifications (Solutions Architect, Developer, SysOps)