Job Title: AWS Engineer (AWS Connect)

Location: Toronto, ON (Hybrid – 2 days onsite per week)

Job Type: Contract Overview:

We are seeking an AWS Engineer with a strong background working with Amazon Connect to join one of our clients team in Toronto. This role is ideal for someone with hands-on experience in cloud-based contact center technologies who can translate business needs into robust technical solutions. You'll work closely with cross-functional teams to ensure a seamless and effective contact experience for end-users. The successful candidate MUST have experience designing, configuring, and maintaining Amazon Connect.

Key Responsibilities:

- Design and build dynamic contact flows that enhance customer engagement and align with business goals.

- Set up and manage call queues and agent profiles to support efficient handling of customer interactions.

- Identify and resolve system issues, ensuring a stable and responsive Amazon Connect environment.

- Partner with internal teams—including business analysts, IT support, and call center operations—to gather requirements and implement scalable solutions.

- Continuously monitor system performance, troubleshoot anomalies, and suggest areas for optimization.

- Maintain thorough documentation for system configurations, processes, and standard operating procedures.

- Contribute to the development and rollout of new Amazon Connect features and updates. - Ensure all implementations align with company policies regarding security, privacy, and compliance.

Qualifications:

- Proven experience working with Amazon Connect in a production environment. MUST have experience designing, configuring, and maintaining Amazon Connect.

- Strong understanding of contact center operations and customer service workflows.

- Ability to design intuitive and functional call flows, routing logic, and agent configurations.

- Skilled in troubleshooting cloud-based telephony platforms and addressing performance issues.

- Excellent communication and collaboration skills across technical and non-technical stakeholders.

- Familiarity with AWS services beyond Connect (e.g., Lambda, S3, CloudWatch) is a plus.

- Knowledge of IT security and regulatory compliance best practices.