Amazon Connect Application Engineer

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. The Amazon Connect Application Engineer will be responsible for the configuration, scripting, and deployment of Amazon Connect and AWS services, bridging the gap between design and implementation to create robust customer experience solutions.

Responsibilities:

• Execute the end-to-end configuration of Solutions, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings
• Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware
• Translate business requirements into complex logical workflows using Triggers, Automations. Ensure routing logic handles edge cases effectively
• Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors
• Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution
• Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments

Requirements:

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• 2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms
• Proven track record of 'hands-on' keyboard time configuring the Amazon Connect / AWS
• Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations
• Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization
• AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, AWS Certified Developer – Associate)
• Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys)
• Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.)
• Hands-on experience with other CCaaS solutions is a strong asset
• Strong programming skills in Python, Java, or Node.js