We are currently recruiting for a skilled contract AWS Engineer to play a crucial role in the optimization and maintenance of our AWS Connect environment. This is an exciting opportunity to contribute directly to the efficiency and effectiveness of our customer contact center operations. You will leverage your deep understanding of AWS Connect to manage queues, configure routing profiles, and develop and maintain contact flows. This is a 6-month hybrid contract based in Toronto; 2 days on-site are required.

Responsibilities:

• Design, implement, and manage AWS Connect contact flows to optimize customer interactions.
• Configure and maintain AWS Connect queues, ensuring efficient distribution of customer contacts.
• Develop and manage AWS Connect routing profiles to direct contacts to the appropriate agents based on defined criteria.
• Troubleshoot and resolve issues related to AWS Connect configurations, queues, routing, and flows.
• Collaborate with stakeholders, including contact center operations, IT support, and business analysts, to understand requirements and implement solutions.
• Monitor the performance and health of the AWS Connect environment and implement improvements as needed.
• Document AWS Connect configurations, processes, and best practices.
• Stay up-to-date with the latest AWS Connect features and services.
• Participate in the planning and execution of AWS Connect upgrades and enhancements.
• Adhere to company security and compliance policies.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 5+ years of experience working with Amazon Web Services (AWS).
• Significant hands-on experience with AWS Connect, including:
• Designing and implementing complex contact flows.
• Configuring and managing queues and queue settings.
• Developing and maintaining routing profiles and rules.
• Strong understanding of contact center operations and best practices.
• Experience with AWS CLI and infrastructure-as-code tools (e.g., CloudFormation, Terraform) is a plus.
• AWS Certifications are a must
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Ability to work independently and as part of a team.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.