AWS Connect Solutions Engineer

RESPONSIBILITIES:
Kforce has a client in Dallas, TX that is seeking an AWS Connect Solutions Engineer to design, build, and optimize cloud contact center experiences on Amazon Connect for a leading Energy & Utilities company. You'll partner with product, operations, and customer experience teams to deliver scalable, secure, and data-driven customer service capabilities-spanning IVR, chat, and omnichannel messaging-while integrating with core enterprise platforms.

Responsibilities:
* Design & Implementation: Architect and implement Amazon Connect solutions including contact flows, routing profiles, queues, prompts, and agent experiences
* Conversational AI: Build and tune bots using Amazon Lex, leveraging NLU best practices and analytics to improve containment and CSAT
* Serverless Integrations: Develop AWS Lambda functions and integrate DynamoDB, S3, and internal/external APIs to enable real-time data dips, authentication, and workflow orchestration
* Messaging & Notifications: Configure outbound and event-based communications using AWS Pinpoint (or equivalent End User Messaging) for SMS, email, and push campaigns
* Reporting & Analytics: Create dashboards and scheduled reports for contact center KPIs (AHT, FCR, NPS/CSAT, containment, SLA, occupancy), and enable data exports to analytics platforms
* Security & Compliance: Apply IAM, KMS encryption, logging/monitoring (CloudWatch/CloudTrail), and data retention policies aligned to utility industry standards
* Automation & IaC: Implement repeatable environments with Infrastructure as Code (IaC) and CI/CD, emphasizing testing, versioning, and rollback strategies
* Performance & Reliability: Optimize latency, concurrency, and cost; troubleshoot call flow issues, Lambda performance, and telephony/SIP integrations
* Stakeholder Enablement: Document solutions, conduct knowledge transfer, and assist operations teams with run-books and incident response

REQUIREMENTS:
* Automation-first mindset; AWS certification(s) (e.g., Solutions Architect, Developer, ML, Contact Center Specialty if available) are a plus
* 4-8+ years total software/solutions engineering experience; 2-4+ years focused on Amazon Connect implementations
* Amazon Connect-end-to-end configuration (contact flows, routing, prompts), call recording, chat, hours of operation, profiles, and quick connects
* Amazon Lex-bot design, slot elicitation, Lambda hooks, multi-intent flows
* AWS Lambda-Node.js or Python preferred; event-driven patterns; error handling and retries
* AWS Pinpoint or End User Messaging-campaign setup, segments, templates, and deliverability best practices
* Amazon DynamoDB-schema design for low-latency contact attributes, TTL, and capacity tuning
* Demonstrable projects in Energy/Utilities, telecom, or regulated industries preferred
* Familiarity with Contact Lens, call/transcript analytics, sentiment, and QA workflows
* Knowledge of telephony fundamentals (SIP, codecs, PSTN), call routing, and number management
* Experience with monitoring/observability (CloudWatch, X-Ray, alarms, tracing) and cost governance
* Strong communicator who can translate business requirements into technical designs and clear documentation

Nice to Have (Preferred Qualifications):
* Service/Experience Design background with rapid learning and prototyping mindset.
* Hands-on with AWS customer engagement tools (Connect, Lex, Contact Lens, Kinesis, Pinpoint, etc.)
* Proven ability to configure contact flows and build reports in Amazon Connect (native & custom)
* Experience integrating IVR with platforms via APIs and AWS services (Lambda, DynamoDB, S3, Kinesis, EventBridge)
* Practical exposure to multiple AWS services, including at least two AI services (e.g., Contact Lens, Comprehend, Bedrock, Transcribe, Polly)
* Strong scripting (Python/Node/TypeScript) and implementing AWS environments as code (CloudFormation/CDK/Terraform)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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