Cloud Platform Engineer

Role Overview

• Support Contact Center operations leveraging Amazon Connect and related AWS CCaaS solutions.
• Administer and configure Amazon Connect for enterprise platform deployments.
• Design and implement IVR workflows within Amazon Connect.
• Integrate CTI and develop APIs to enhance contact center capabilities.
• Develop and optimize AWS Lambda–based logic for custom contact center functions.
• Monitor, interpret, and optimize contact center metrics and reporting.
• Troubleshoot issues across cloud contact center components, telephony, and integrations.
• Collaborate with both technical and non‑technical stakeholders to ensure platform performance and alignment with business needs.

Requirements

• US Citizenship.
• Deep understanding of cloud-based contact center architecture.
• Strong experience with Amazon Connect administration and configuration.
• Knowledge of AWS Lambda for implementing custom logic.
• Proficiency with Amazon Connect reporting and analytics tools.
• Solid understanding of telephony concepts (SIP, PSTN, etc.).
• Ability to interpret and improve contact center metrics.
• Excellent troubleshooting and problem-solving abilities.
• Strong communication skills for cross-functional interaction.

Tech Stack

• AWS
• Cloud

Benefits

• We accept applications on an on-going basis and there is no fixed deadline to apply.
• Accenture Federal Services offers a wide variety of benefits.