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Lead Amazon Connect Engineer 

Reports to: Senior Director, Contact Center Services

Function: Service Delivery

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

Updated: April 1, 2026 

Role Purpose

The Lead Amazon Connect Engineer designs, builds, and maintains enterprise-scale Amazon Connect contact center solutions, owning the full delivery lifecycle from technical discovery through cutover and hypercare stabilization. As a hands-on builder and senior technical contributor, this role leads complex contact flow development, custom integrations, and serverless AWS engineering while mentoring junior engineers and establishing delivery standards. Working closely with Solution Architects and Project Managers, this engineer ensures Amazon Connect deployments meet both technical and business objectives in high-pressure, client-facing environments. 

Key Responsibilities

  • Configuration and Development:

    • Build and configure Amazon Connect services including IVR flows, routing profiles, and telephony integrations.

    • Implement AWS Lambda functions and custom code to power advanced integrations and automation. 

  • Integration with Third-party Systems:

    • Integrate Amazon Connect with CRMs (e.g., Salesforce), databases, and other tools using REST APIs and custom connectors, ensuring seamless data flow and system compatibility. 

  • Troubleshooting and Support: 

    • Lead technical troubleshooting of Amazon Connect features, call flows, integrations, and custom code across migration, cutover, and production environments. 

  • Automation and Optimization:

    • Develop scripts, templates, and IaC workflows to automate deployments and repetitive tasks.

    • Continuously improve contact center performance, scalability, and user experience. 

  • Documentation:

    • Maintain clear, concise documentation of configurations, code, and processes for knowledge transfer and operational continuity. 

  • Security and Compliance:

    • Ensure solutions adhere to security best practices.

    • Design and implement IAM policies, encryption methods, and protective controls in collaboration with security teams. 

  • Collaboration and Stakeholder Engagement: 

    • Serve as the primary technical point of contact for client engagements.

    • Lead implementation kickoffs, own the technical delivery workplan, and partner with Solution Architects and Project Managers to align deliverables with timelines and objectives.

    • Communicate technical decisions and tradeoffs clearly to all audiences. 

  • Client Advisory & Solutioning: 

    • Lead discovery conversations to understand client business objectives, pain points, and existing technology landscapes.

    • Develop and present solution recommendations that map client requirements to platform capabilities, articulating value, tradeoffs, and implementation approach.

    • Build trusted advisor relationships with client stakeholders at all levels, from technical teams to executive sponsors. 

Lead-Level Competencies

  • Technical Leadership: Participates in technical discovery, validates feasibility of architectural designs, and presents implementation details to both technical and non-technical audiences. 

  • Mentorship & Standards: Mentors junior engineers, establishes engineering standards, and drives consistency across delivery teams. 

  • Risk Communication: Communicates architectural tradeoffs, risks, and decisions clearly to stakeholders at all levels. 

  • Independent Delivery: Operates independently in high-pressure delivery environments, leading technical troubleshooting during migration, cutover, and stabilization phases. 

  • Consultative Delivery: Approaches client engagements as a trusted advisor, guiding requirements definition, solution design, and change management. Balances technical depth with business acumen to ensure solutions deliver measurable outcomes aligned to client goals. 

Proficiencies, Skills, and Experience

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

  • CCaaS Platform Experience: Experience with platforms such as Genesys Cloud, NICE CXone, Five9, Cisco Webex Contact Center, or Avaya is a plus. Candidates must demonstrate the ability to apply this experience within Amazon Connect and operate effectively in AWS. 

  • Amazon Connect & AWS: Advanced Amazon Connect architecture and complex contact flow design; deep proficiency with AWS serverless services including Lambda, API Gateway, S3, DynamoDB, CloudWatch, and IAM.  

  • Programming: Proficiency in at least one modern language (e.g., Python, Node.js, Java) for custom integrations, APIs, and automation. 

  • Telephony Concepts: Advanced understanding of VoIP, SIP, RTP, WebRTC, and SBC-level real-time media troubleshooting and call flow diagnostics. 

  • Integration Fundamentals: Experience working with REST APIs, JSON/XML data formats, and common authentication methods (e.g., OAuth). 

  • Infrastructure as Code (IaC): Use of tools like AWS CloudFormation or Terraform to automate deployments. 

  • Agile/DevOps: Proficiency with CI/CD pipelines, multi-environment deployment strategy, iterative development practices, and cross-functional teamwork. 

  • 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. 

  • Delivery Lifecycle: Experience leading pre-production validation, cutover readiness, and hypercare stabilization support across enterprise-scale migrations. 

  • Capacity Planning & Performance: Skilled in service limit awareness, capacity planning, and performance optimization at enterprise scale. 

Please Note: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to the Lead 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.

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