Amazon Connect Routing Engineer
Brooksource
Dice Job Match Score™
👾 Reticulating splines...
Job Details
Skills
- Customer Experience
- FOCUS
- Telephony
- Impact Analysis
- Testing
- Amazon DynamoDB
- Amazon S3
- API
- Operational Efficiency
- Technical Drafting
- Root Cause Analysis
- Dashboard
- Documentation
- Change Management
- Workforce Management
- Reporting
- Amazon Lambda
- Workflow
- Production Support
- Analytical Skill
- Problem Solving
- Conflict Resolution
- Communication
- Collaboration
- Routing
- Continuous Improvement
- FSA
- Finance
- Legal
- Coaching
- Value Engineering
- Partnership
- Professional Services
- Software Development
- Cloud Computing
- Cyber Security
- Data Analysis
- Recruiting
- Management
- Salesforce.com
- Amazon Web Services
- Microsoft
- Google Cloud
- Google Cloud Platform
- IT Consulting
- SAP BASIS
- Military
- Market Analysis
- Law
Summary
This is a Remote role.
Compensation: $70 - $80 per hour
Our client is seeking a Senior AWS Contact Center Routing Engineer specializing in Amazon Connect to design, develop, implement, support, and optimize enterprise routing capabilities within large-scale contact center environments. As a hands-on subject matter expert within Workforce Intelligence Platform Services (WIPS), you will build and support scalable routing solutions that enhance customer experience, agent efficiency, operational performance, and platform reliability. This role requires deep expertise in Amazon Connect routing, including building and maintaining contact flows, routing profiles, queues, and integrations with AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge. You will troubleshoot complex routing and contact flow issues, develop automation to improve operational efficiency, and support production incidents and change management activities. Collaboration with cross-functional teams to translate business needs into scalable technical solutions, as well as strong documentation and communication skills, are essential. The ideal candidate will have significant experience in contact center technology, Amazon Connect engineering, and AWS development, with a focus on reliability, automation, and continuous improvement.
WHAT YOU'LL DO
- Design, build, and support Amazon Connect routing solutions for enterprise contact center environments
- Create, maintain, and optimize Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles
- Configure and support skills-based, attribute-based, priority-based, and queue-based routing strategies
- Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall experience
- Troubleshoot complex routing, telephony, contact flow, and agent routing issues
- Perform impact analysis, testing, validation, and implementation support for routing changes
- Develop, maintain, and support AWS Lambda functions used in Amazon Connect routing solutions
- Support integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge
- Build and support API-based integrations between Amazon Connect and enterprise systems
- Develop automation to improve routing supportability, deployment quality, monitoring, and operational efficiency
- Assist with technical design, integration patterns, and reusable routing components
- Support production incidents, problem resolution, and root cause analysis for Amazon Connect routing issues
- Create and improve monitoring, alerting, dashboards, runbooks, and operational documentation
- Partner with support teams to improve platform stability, availability, and resiliency
- Support change management and deployment activities for routing enhancements
- Participate in on-call or escalation support as required
- Partner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams
- Translate business routing needs into scalable Amazon Connect technical solutions
- Document routing designs, standards, support procedures, and implementation details
- Share technical knowledge and best practices with peers and cross-functional partners
- 5+ years of contact center technology experience
- 3+ years of hands-on Amazon Connect engineering experience
- Deep experience designing, building, and supporting Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records
- Experience developing or supporting AWS Lambda functions used in contact center workflows or routing logic
- Experience integrating Amazon Connect with APIs or external enterprise systems
- Strong understanding of contact center routing concepts, customer journeys, queue design, agent experience, and production support
- Strong troubleshooting, analytical, and problem-solving skills
- Experience supporting large-scale or enterprise contact center environments
- Strong written and verbal communication skills with the ability to work across technical and non-technical teams
The ideal candidate is a hands-on Amazon Connect routing engineer who has built and supported complex routing solutions in production. You should be comfortable working directly in Amazon Connect, troubleshooting contact flows and routing behavior, developing Lambda integrations, and partnering with operations and engineering teams to solve real customer and agent experience challenges. The strongest candidates will bring a combination of Amazon Connect routing depth, AWS development capability, enterprise contact center knowledge, strong troubleshooting skills, and a mindset focused on automation, reliability, and continuous improvement.
WHAT'S IN IT FOR YOU
- 401(k) Matching Plan
- Medical, Dental, & Vision Plans
- Health Savings Account and Dependent Care FSA
- Supplemental coverage options
- Paid time off, sick time, and 6 paid company holidays
- Employee Assistance Program (EAP) including virtual counseling, financial and legal services, and life coaching
- Relationship-driven process to find your best fit
- Regular meetings to ensure quality in your engagement
- Flexible hiring models: contract, contract-to-hire, and direct placement
At Brooksource, relationships are the foundation of everything we do. Since 2000, we've built lasting partnerships with clients, consultants, and internal teams to deliver an exceptional experience across every engagement. As a trusted IT and Engineering services provider, Brooksource supports Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our proprietary Workforce Transformation program. Whether you're hiring for software development, cloud computing, cybersecurity, data analytics, or enterprise IT, our customized staffing solutions are designed to align with your company's unique goals, culture, and technology stack. We offer flexible hiring models, including contract, contract-to-hire, and direct placement to meet your evolving business needs.
We are a certified partner of leading platforms, including Salesforce, AWS, Microsoft, and Google Cloud, enabling us to deliver scalable, end-to-end technology solutions. With a growing national footprint, Brooksource is redefining expectations in IT consulting, engineering services, and technology workforce solutions.
EEO STATEMENT
Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
PAY DISCLAIMER
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
HOW TO APPLY
Straightforward, easy one-click apply.
- Dice Id: 10110651
- Position Id: a1Wcv000000vnX3EAI
- Posted 1 day ago
Company Info
Here at Brooksource, relationships are at the center of everything we do. Since 2000, we have established and maintained long-lasting relationships with our clients and consultants to create an unparalleled experience. Brooksource is a trusted services provider that specializes in delivering Engineering and IT solutions for Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our Workforce Transformation program. As a certified partner for Salesforce, AWS, Microsoft, Google Cloud, and many other technology alliances, we are looking for professionals who want to be on the frontline of the latest trends in the industry.
We offer contract, contract-to-hire, and direct placement consultant opportunities, to provide a career path that can meet anyone's desires. The job search is hard, but you don’t have to do it alone! We know a successful partnership requires a good fit. Your personality, experience, and skill set are all important, contributing factors to that partnership. You can count on us to take the time to understand the type of technical and cultural fit that is right for you. As a Brooksource consultant, you will be provided with a comprehensive benefits plan, competitive compensation, and even paid time off!
Cyber Security Warning: Please be aware that all official Brooksource communications will ONLY come from emails displayed as [name]@brooksource.com. The use of any other domains is NOT an official Brooksource employee and could be fraudulent.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Partnerships:
- Gold Microsoft Partner – Cloud Platform
- Gold Microsoft Partner – Data Analytics
- Silver Microsoft Partner – Data Platform
- Silver Microsoft Partner – Security
- Silver Microsoft Partner – Application Development
- Silver Microsoft Partner – Data Center
- AWS Partner
- Salesforce Partner
- Salesforce – Authorized Training Provider
- Salesforce Talent Alliance Employer
- Tableau Services Partner
- Snowflake Partner
- Google Cloud Platform (GCP) Services Partner
Awards (Extended):
- Best Places to Work 2022, Charlotte Business Journal, 2022
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2021
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2020
- Best Places to Work in Charlotte (#8 Small Business), Charlotte Business Journal, 2019
- 2019 Best Places Work in Kentucky, Kentucky Chamber of Commerce, 2019
- Top Workplaces, Indy Star, 2019
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2019
- Best & Brightest Companies to Work For in the Nation, Best & Brightest, 2018
- Top Work Places, Indy Star, 2018
- Best Places to Work, Jacksonville Business Journal, 2018
- Best Places to Work, Charlotte Business Journal, 2018
- Best Places to Work in Kentucky (Small/Medium), Kentucky Society for Human Resource Management State Council and the Kentucky Chamber of Commerce, 2018
- Milwaukee’s 2018 Best And Brightest Companies To Work For, Milwaukee's Best and Brightest Place to Work, 2018
- Best Places to Work, Best Places to Work in Kentucky, 2017
- Best Places to Work, Best Places to Work in Kentucky, 2016
- Best Places to Work, Jacksonville Business Journal, 2016
- Top Workplaces, The Indianapolis Star, 2016
- Top Workplaces, Indianapolis Star, 2015
- Best Places to Work, Charlotte Business Journal, 2015
- Best Places to Work Atlanta, Atlanta Business Chronicle, 2014
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