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Cloud Engineer – Amazon Connect
Job Description:
- Amazon Connect implementations, migrations, and upgrades across inbound, outbound, and omnichannel deployments.
- Design contact flows, routing logic, conversational AI (Amazon Lex V2), Contact Lens, and Amazon Q in Connect.
- Integrate Connect with CRM platforms (Salesforce, Dynamics, ServiceNow) and configure channels including chat, SMS, WhatsApp, and email.
- Manage telephony provisioning, instance security (SAML/SSO, HIPAA, PCI), and CTR analysis pipelines using Kinesis, S3, and Athena.
- Lead Landing Zone buildouts, complex migrations, and Well-Architected Reviews on AWS.
- Implement IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices (IAM, VPC, encryption).
- Administer Windows/Linux environments and DevOps tooling (Docker, Ansible, Jenkins, GitHub Actions).
- Lead 300-level technical sessions and architecture workshops for both technical and executive audiences.
- Support SOW scoping, effort estimation, and pre-sales activities, and author technical documentation (architecture docs, runbooks, KT materials).
- Participate in 24/7 on-call rotation for managed services support.
Requirements:
- 5+ years of experience in technology operations, professional services, or cloud engineering.
- 3+ years of hands-on Amazon Connect implementation experience in a professional services or consulting capacity.
- Demonstrated subject matter expertise in Amazon Connect and at least one additional AWS specialty domain.
- Proven experience leading customer-facing technical engagements at an enterprise or government scale.
- Experience in regulated environments (HIPAA, PCI, CMMC Level 2 / FedRAMP) preferred.
- Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
- Strong technical writing skills — able to produce architecture documents, runbooks, and customer-facing deliverables independently.
- Excellent verbal communication — comfortable leading 300-level sessions with mixed technical and executive audiences.
- Collaborative team player capable of delegating to and mentoring Secondary Engineers.
- Self-directed with strong time management across multiple concurrent customer engagements.
Benefits:
- Competitive compensation
- Comprehensive benefits
- Training on cutting edge technology and partners (AWS)
- Flexible work schedule
- Responsible time off
- Kitchen filled with snacks chosen by employees
- Mentoring and community involvement