About this role
AWS Connect Engineer Cloud Contact Center • Telecom & Connectivity • Healthcare IT Role Overview We are looking for an experienced AWS Connect Engineer to design, implement, and support a cloud-based contact center environment as part of an IT service transition at Health Services. You will work closely with the Infinite transition team and stakeholders to deliver a reliable, scalable, and HIPAA-compliant communications platform that directly supports healthcare operations. This is a hands-on engineering role. You will own the technical configuration of Amazon Connect from the ground up — including call flows, integrations, reporting, and ongoing optimization — while serving as the subject matter expert for all telecom and contact center connectivity needs during and after the transition. Key Responsibilities Amazon Connect Configuration & Administration Design, build, and maintain contact flows, queues, routing profiles, and agent hierarchies in Amazon Connect Configure IVR (Interactive Voice Response) trees and call routing logic aligned to ’s operational requirements Manage instance settings, hours of operation, phone number assignments, and quick connects Set up real-time and historical reporting dashboards using Amazon Connect metrics and Contact Lens Integration & Connectivity Integrate Amazon Connect with CRM systems, EHR platforms, and third-party tools via AWS Lambda and API Gateway Configure and manage CTI (Computer Telephony Integration) adapters and softphone solutions for agent desktops Establish and maintain connectivity between ’s on-premise environment and AWS infrastructure (Direct Connect / VPN) Collaborate with network and telecom teams to ensure call quality, redundancy, and failover capabilities Security, Compliance & Governance Ensure all Amazon Connect configurations meet HIPAA, SOC 2, and organizational security standards Manage IAM roles, permissions, and data encryption for contact center resources Implement call recording policies, retention rules, and access controls in alignment with ’s compliance requirements Transition Support & Knowledge Transfer Serve as the AWS Connect SME during the IT transition, supporting documentation of all contact center configurations Conduct knowledge transfer sessions with IT staff and Infinite team members Provide technical input to the transition tracker, flagging risks and dependencies related to telecom and connectivity workstreams Support UAT (User Acceptance Testing) and go-live activities for the contact center environment Ongoing Operations & Optimization Monitor contact center performance and proactively identify and resolve issues Optimize call flows and agent workflows based on analytics and stakeholder feedback Manage AWS costs related to the Connect environment through right-sizing and usage monitoring Participate in on-call rotation for contact center incidents Required Qualifications 3+ years of hands-on experience with Amazon Connect, including contact flow design, queue management, and routing configuration Strong working knowledge of AWS services: Lambda, API Gateway, S3, CloudWatch, IAM, Direct Connect Experience integrating Amazon Connect with CRM or EHR systems (Salesforce, ServiceNow, Epic, or similar) Proficiency in scripting and automation: Python, JavaScript, or Node.js for Lambda function development Solid understanding of VoIP, SIP, and PSTN concepts and how they apply in a cloud contact center context Experience implementing and maintaining HIPAA-compliant cloud environments Strong troubleshooting and root-cause analysis skills across telecom, network, and cloud layers Effective communicator — able to translate technical concepts to non-technical stakeholders Preferred Qualifications AWS Certified Developer, Solutions Architect, or specialty certification in Contact Center Experience in healthcare IT environments, ideally supporting clinical operations or Epic integrations Familiarity with Amazon Connect Contact Lens for conversation analytics and sentiment analysis Experience with Terraform or CloudFormation for infrastructure-as-code deployments Prior involvement in large-scale IT transitions or managed services provider (MSP) environments Knowledge of WFM (Workforce Management) tools and how they integrate with Amazon Connect