Amazon Connect Engineer
About the role
Our client is looking for an Amazon Connect Engineer to design, build, and support their cloud based contact centre platform. You will work closely with business stakeholders, developers, and operations teams to deliver seamless customer and agent experiences across voice, chat, and digital channels. This role can accept Sydney or Melbourne based candidates only as there are 2-3 days/week expected to be in the office.
Key Responsibilities
About the role
Our client is looking for an Amazon Connect Engineer to design, build, and support their cloud based contact centre platform. You will work closely with business stakeholders, developers, and operations teams to deliver seamless customer and agent experiences across voice, chat, and digital channels. This role can accept Sydney or Melbourne based candidates only as there are 2-3 days/week expected to be in the office.
Key Responsibilities
- Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and agent workspace experiences
- Build and maintain integrations between Amazon Connect and AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, and CloudWatch
- Develop and maintain Amazon Lex V2 bots for voice and chat self-service
- Implement and optimise IVR flows, callback handling, and omnichannel routing logic
- Support and troubleshoot contact centre incidents including call routing issues, attribute loss, transcription failures, and agent workspace errors
- Build reporting and analytics pipelines using Contact Trace Records, Athena, and QuickSight
- Implement Contact Lens for real-time and post-call analytics, transcription, and sentiment analysis
- Configure and manage security profiles, recording controls, and compliance-aligned access patterns
- Partner with workforce management, operations, and technology teams to align platform configuration with business requirements
- Participate in UAT, production readiness reviews, and change management processes
- Hands-on experience with Amazon Connect contact flow development and administration – 2 years experience
- 5 years engineering experience
- Experience with AWS Lambda (Python or Node.js) for contact centre integrations
- Working knowledge of Amazon Lex V2 bot development and slot configuration
- Familiarity with CloudWatch for monitoring, logging, and alerting
- Experience with contact centre concepts including IVR, ACD, callbacks, queuing, and reporting
- Strong troubleshooting skills across distributed cloud-based systems
- Understanding of contact centre compliance requirements including call recording and data retention
- Experience with Contact Lens real-time analytics and post-call transcription
- Knowledge of Kinesis Data Firehose, Athena, and QuickSight for reporting pipelines
- Familiarity with Amazon Connect Agent Workspace customisation
- Prior contact centre platform experience (e.g. Genesys, Avaya, Cisco) is an advantage
- Understanding of PII handling, data redaction, and privacy controls in contact centre environments
Amazon Connect Engineer / Contact Centre Engineer
Sydney
Contract
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