Amazon Connect Engineer

Brooksource is seeking a highly skilled Amazon Connect Engineer to support a large-scale migration to Amazon Connect for a major Healthcare Insurance client. The role involves technical execution of migration, ensuring integration, and providing training and support to internal teams.

Responsibilities:

• Participate in the technical migration from Genesys (on-prem) to Amazon Connect, including architecture design, integration, testing, and deployment
• Collaborate with cross-functional teams including IT, operations, and customer experience to ensure alignment and smooth transition
• Develop and implement best practices for Amazon Connect configuration, including contact flows, Lambda integrations, Lex bots, and reporting
• Conduct technical workshops and training sessions to upskill internal team members on Amazon Connect and related AWS services
• Create comprehensive documentation, including runbooks, SOPs, and training materials
• Provide ongoing support and troubleshooting during and after the migration process
• Act as a subject matter expert (SME) on Amazon Connect and contact center technologies

Requirements:

• 7+ years of experience in contact center technologies, with at least 2 years working directly with Amazon Connect
• Experience with premise contact center platforms such as Cisco & Genesys
• Strong understanding of AWS services (Lambda, S3, CloudWatch, Lex, DynamoDB, etc.)
• Experience with IVR design, call routing, and CTI integrations
• Excellent communication and interpersonal skills, with a passion for mentoring and knowledge sharing
• Ability to work independently in a fast-paced, enterprise environment
• AWS Certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer)
• Experience in the healthcare or insurance industry
• Familiarity with compliance and security standards in regulated environments (e.g., HIPAA)