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Amazon Connect Support Engineer - Managed Services Program

Reports to: Director of MSP 

Function: Service Delivery 

Location: US-Remote-Central or Eastern Timezone Preferred - (can reside in the following states: CA, TX, FL, GA, TN, NC, IN, IL)  

Updated: April 1st, 2026

Role Purpose

As the MSP (Managed Service Provider) Support Engineer for Amazon Connect, you will be responsible for the support of the full lifecycle of a customer's cloud contact center solution, from ongoing operation to optimization.  

Key Responsibilities

  • Monitoring and Support:

    • Provide 24/7 proactive monitoring, incident response, and troubleshooting for technical issues to ensure high availability and performance, adhering to defined Service Level Agreements (SLAs).

    • Document all actions, troubleshooting steps, and communications in Jira to maintain accurate incident history and ensure consistency across the support team.

    • Participate in root-cause analysis and contribute to Post-Incident Reviews (PIRs) for major or recurring incidents. 

  • Security and Compliance:

    • Implement and enforce security best practices, conduct regular security audits, and ensure compliance with industry regulations (e.g., HIPAA, GDPR, SOC2). 

  • Optimization:

    • Continuously monitor performance and usage patterns to recommend and implement cost optimization strategies.

    • Improve efficiency.

    • Leverage new AWS features. 

  • Configuration Management:

    • Manage and perform configuration changes, including setting up call flows (contact flows), adjusting routing profiles, and managing real-time metrics and reporting. 

  • Stakeholder Collaboration:

    • Work closely with customer IT teams, business stakeholders, and other vendors to gather requirements, provide expert guidance, and ensure alignment with business outcomes. 

Proficiencies, Skills, Experience and Traits

  • Prior Experience: 4–6+ years of AWS engineering experience, with 3+ years of hands-on Amazon Connect work (voice, chat, task), or equivalent contact center solution experience, and a proven track record delivering or supporting multiple enterprise-scale Connect implementations. 

  • Design and Implementation: Lead optimization and restoration of cloud-based contact center solutions using Amazon Connect, tailored to specific customer business needs. 

  • Integration: Integrate Amazon Connect with other AWS services (e.g., Lambda, Lex, Kinesis, S3, DynamoDB) and third-party systems (e.g., CRMs, case management systems) to build comprehensive solutions. 

  • Experience with AWS observability tools such as CloudWatch, Kinesis, and X-Ray for monitoring and debugging. 

  • Automation and DevOps: Drive automation of deployment and operational tasks using DevOps practices and tools like CloudFormation or Terraform. 

  • Documentation and Training: Create and maintain technical documentation, architecture diagrams, and provide training to end-users and support staff. 
    Create operational runbooks and troubleshooting guides to support consistent incident response across the MSP team.   

  • Executive & Client Communication: Skilled in presenting technical solutions to executive and non-technical audiences, managing client expectations throughout the engagement, and translating complex architectural decisions into clear business terms.  

  • Problem-solving & Troubleshooting: Strong analytical skills to diagnose issues, optimize performance, and propose creative solutions.   

  • Proven experience with Amazon Connect and the broader AWS ecosystem (e.g., EC2, S3, Lambda, Lex, Kinesis). 

  • Experience with contact center technologies (IVR, call routing, WFM, quality management). 

  • Proficiency in development/scripting languages such as Python, Node.js, or JavaScript. 

  • Familiarity with CI/CD pipelines, DevOps practices, and Infrastructure as Code (IaC) tools. 

  • Strong problem-solving, communication, and interpersonal skills. 

  • Relevant AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer) are preferred.  

  • Experience with CRM integrations like Salesforce, Zendesk, or ServiceNow. 

  • Familiarity with real-time analytics tools and contact center reporting. 

Please Note: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to the MSP Amazon Connect Engineer position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. ScaleCapacity and its leadership reserves the right to modify, add, or remove duties as necessary based on business needs. 

  • Familiarity with ITIL Foundation principles on MSP operations 

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