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Job Title: Technology Support Engineer AWS
Location: Orange, Connecticut
Duration: Contract - 24 months
Pay Range: $60/hr - $67.14/hr (W2)
Job ID: 411367
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking an experienced Contact Center Engineer/Analyst to support transformation and ongoing operations of our CCaaS platform. The candidate will work with business stakeholders, architects, developers, and support teams to maintain and enhance Amazon Connect and ensure reliable contact center operations.
Responsibilities:
- Support Amazon Connect configuration, enhancement, and operational activities.
- Troubleshoot and resolve contact center issues across voice, routing, and integrations.
- Gather and document business and technical requirements with clear user stories and acceptance criteria.
- Coordinate testing, deployment, and production support activities with cross-functional teams.
- Support integrations with enterprise applications and third-party platforms, including AWS services and CRM tools.
- Produce technical and operational documentation, runbooks, and knowledge articles.
- Monitor platform performance, analyze metrics, and recommend improvements for stability and scalability.
- Collaborate with business and IT teams to ensure service quality, compliance, and user satisfaction.
Required Skills & Qualifications:
- 7+ years of experience in contact center engineering or operations supporting CCaaS platforms.
- Hands-on experience with Amazon Connect and CCaaS configuration, call flows, routing, and reporting.
- Strong knowledge of AWS services and integrations, such as Lambda, API Gateway, S3, DynamoDB, and IAM.
- Experience supporting contact center operations, incident management, and problem resolution.
- Proficiency in documenting requirements, solution designs, test plans, and operational procedures.
- Working knowledge of systems integration patterns, RESTful APIs, and event-driven architectures.
- Strong analytical and problem-solving skills with clear communication and teamwork abilities.
Preferred Skills:
- Utility industry experience.
- Salesforce integration or administration experience.
- Conversational AI and IVR design experience, including bot frameworks and call flow optimization.
Role Logistics:
- Work Location: Orange, Connecticut.
- Onsite Requirement: Primarily onsite at the Orange, CT office.
- Local Requirement: Candidate should be within commuting distance or willing to relocate.
- Allocation: 100%.
- End Date of Assignment: 24 months from start date, with high chance of extension.
- Visa: Must have valid work authorization for the duration of the assignment.
- Travel and Expenses: Not paid by client.
Education:
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
If this sounds like the right opportunity for you, please apply with your most recent resume.
