AWS Connect Engineer Level 2 or Level 3

Client Industry: Healthcare

Job Description

AWS Connect Environment Current State:

• Migrate platform from Select Medical's AWS tenant to Concentra's platform.
• This will be a lift-and-shift no rearchitecting, mostly replication and tenant alignment.
• Platform Status: AWS Connect is fully live in all centers and in active development.

Parallel Development:

• Ongoing development on chat experience, chatbot flows, and IVRs.
• Helpdesk and Central Billing Office are on other telephony platforms (IVR), where those will be consolidated into AWS Connect post lift-and-shift migration.

Technical Skills Required:

• IVR / Chatbot Development, including deep knowledge of best practices in IVR and chatbot creation is essential, because this is a customer-facing system.
• Ability to perform hands-on development and troubleshooting in a live environment, with practical skills validated through and on-site testing.

The AWS Connect Engineer will participate in strategic initiatives by leveraging cutting edge technology to improve customer service operations. By developing robust cloud-based contact center solutions, this position directly contributes to enhancing customer satisfaction through efficient interaction management. The engineer will lead cross-functional teams in the implementation of innovative solutions that align with organizational goals, ultimately fostering a culture of continuous improvement and operational excellence. Furthermore, this role supports commitment to digital transformation by utilizing AWS capabilities to streamline processes and deliver exceptional service outcomes.

Essential Duties and Responsibilities

• Develops AWS Connect-based contact center solutions, ensuring performance and reliability.
• Support integrations between AWS Connect and Lambda, DynamoDB, API Gateway, S3, SNS, SQS, and other AWS services.
• Create and optimize custom contact flows, real-time analytics, and AI-driven automation to enhance customer experience.
• Collaborate closely with senior engineers, product managers, and business stakeholders to understand technical requirements.
• Participate in code reviews, Agile development processes, and sprint planning.
• Apply security best practices and compliance requirements (PCI-DSS, GDPR, etc.).
• Assist in integrating AWS Connect with CRM systems, third-party APIs, and enterprise applications.
• Ensure automation of deployments and infrastructure provisioning using Terraform are accurate and timely.
• Monitor AWS Connect performance using CloudWatch, logging tools, and real-time insights.
• Troubleshoot and resolve AWS Connect issues to maintain operational integrity and customer satisfaction

Education/Credentials

• Education Level: Bachelor s Degree, Major: Computer Science or Computer Engineering - Degree must be from an accredited college or university.
• Certifications and/or Licenses: AWS Certification Preferred, not required
• Minimum of 6 years of experience in software engineering, with a strong focus on cloud-based development.
• 2+ years of experience working with AWS services, particularly AWS Connect.
• Strong grasp of creating, troubleshooting and updating users/groups/roles/polices in AWS IAM, in regard to connectivity between AWS resources.
• Demonstrated experience in Python, Node.js, . and/or C#, or Java for backend development.
• Experience with VoIP, SIP, WebRTC, and contact center technologies is a plus.
• Hands-on experience with CI/CD pipelines.
• Troubleshooting skills in AWS Connect are critical for ensuring seamless communication solutions that enhance customer service operations, directly impacting companies ability to deliver high-quality healthcare services efficiently tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
• Excellent analytical and problem-solving skills are essential.
• Must possess a personal sense of urgency.
• Ability to effectively multi-task and adapt to changing business priorities.
• Superior customer service skills.
• Excellent time management and organizational skills are required.
• Strong attention to detail.