NextStep Recruiting is seeking an AWS Connect Engineer for their client to support and evolve their global cloud contact center platform. This role is hands-on and technical, with ownership of AWS Connect configuration, IVR integrations, and ongoing optimization of call center performance across the US, Canada, and EMEA.

What You’ll Own

• Configure and enhance AWS Connect contact flows across voice, chat, and email
• Build and maintain IVR integrations using APIs, connecting AWS Connect to internal systems
• Optimize call routing, call deflection, handle times, and customer experience
• Troubleshoot platform and integration issues and support vendor management from a technical perspective
• Develop custom reporting and dashboards to measure configuration effectiveness
• Expand omnichannel capabilities using AWS services such as Lambda, DynamoDB, S3, CloudWatch, and SES
• Partner with business and operations teams to implement call center best practices
• Ensure platform compliance, including PCI-related standards
• Participate in on-call support and occasional travel (up to 10%)

What We’re Looking For

• Hands-on AWS Connect experience is required
• Strong API experience, including tools like Postman
• Experience with cloud-based contact center platforms and IVR technologies
• SQL knowledge is a plus
• AI or conversational bot experience (Amazon Lex) is a strong plus
• Ability to work independently in a fast-paced, changing environment
• Strong communication, documentation, and problem-solving skills

Background

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience
• 2 to 5 years of AWS Connect experience, or deeper experience with comparable CCaaS platforms

NextStep Recruiting provides equal employment opportunities (EEO) to all employees and applicants regardless of race, color, or applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.