AWS Connect Engineer III (452521)

AWS Connect Engineer III
DETAILS
Location: Addison, TX 75001 (onsite 4days per week | M-Th)
Position Type: 3-6M C2H
Hourly / Salary: to $134K

JOB SUMMARY
Vaco Technology is currently seeking an AWS Connect Engineer III for a 3-6M C2H opportunity that is located in Addison, TX 75001 (onsite 4days per week | M-Th).  AWS Connect Engineer III will play a pivotal role in driving strategic initiatives in the development of robust cloud-based contact center solutions by leading cross-functional teams in the implementation of innovative solutions.

• AWS Connect Architecture – Design / Deploy AWS Connect-Based Contact Center Solutions | Ensure Scalability / Security / High Availability | Support Multi-Region Enterprise Deployments
• AWS Service Integration – Integrate AWS Connect with Lambda / DynamoDB / API Gateway / S3 / SNS / SQS | Build Seamless Workflows Across AWS Ecosystem
• Contact Flow / Automation – Develop Custom Contact Flows / Queues / Prompts | Implement AI-Driven Routing / Automation / Real-Time Analytics to Enhance CX
• Team Leadership – Lead Software Engineering Team | Provide Technical Guidance / Mentorship | Conduct Code Reviews / Promote Dev Standards
• Stakeholder Collaboration – Work Closely with Business Stakeholders / Product Managers / UX Teams | Align Technical Solutions with Business Goals
• Agile Development – Champion Agile Practices | Drive Sprint Planning / Daily Standups / Retrospectives | Promote Continuous Improvement / Team Velocity
• Enterprise Integration – Build / Maintain Integrations with CRM Systems / Third-Party APIs / Enterprise Apps | Ensure Clean Data Exchange Across Systems
• Infrastructure as Code – Automate Deployment / Infrastructure Provisioning with Terraform | Maintain Reproducible and Scalable Environments
• AI / ML Integration – Integrate Chatbots / Speech Analytics / Sentiment Analysis Using AWS AI/ML Services | Enhance Self-Service and Insights
• Performance Monitoring – Optimize AWS Connect Performance via Logging / Real-Time Metrics / CloudWatch Dashboards | Identify / Resolve Latency Bottlenecks
• Operational Stability – Maintain Operational Integrity of AWS Connect Stack | Resolve Platform Issues Promptly | Ensure High System Availability / Resilience
• Security / Compliance – Implement AWS Security Best Practices | Ensure Compliance with PCI-DSS / GDPR / Industry Regulations
• Risk / Incident Management – Conduct Risk Assessments | Lead Incident Response Planning / Execution | Drive Uptime / Business Continuity

About the Project: This role centers around a critical platform migration and capability-building initiative within a national healthcare provider undergoing a phased AWS Connect transition. The AWS Connect Engineer will be instrumental in executing the lift-and-shift migration of a fully operational cloud-based contact center platform, currently hosted in a partner AWS tenant, into the client’s native AWS infrastructure. This is not a redesign or greenfield deployment, the focus is on platform replication, continuity, and enablement.

• Phase I – Migration from Partner-Owned AWS Tenant to Internal AWS Environment
  • Timeline / Urgency – This is an immediate priority. The AWS Connect platform is already live across all service centers and is used actively for patient and staff communications.
  • Migration Type – Lift-and-shift replication, not a re-architecture. The system will be moved “as-is” into the client’s AWS environment, aligning resources, permissions, policies, and integrations.
  • Engineering Focus
    • Recreate contact flows, IVRs, chatbot configs, queues, routing profiles, and permission structure
    • Reconfigure AWS IAM roles, policies, and connectivity to AWS services
    • Validate that Lambda functions, S3 buckets, DynamoDB tables, API integrations, and Connect instances behave identically in the new tenant
  • Success Criteria – A seamless, non-disruptive cutover of services with maintained or improved performance, availability, and functionality
• Phase II – Transition from External Support to Internal Ownership
  • Current State – The AWS Connect platform is currently supported by a partner development team along with one internal engineer.
  • Q4 Goal – Build an internal engineering capability that can fully own, support, and extend the AWS Connect platform without reliance on external teams.
  • The AWS Connect Engineer II / III
    • Will serve as a key technical resource during knowledge transfer and reverse-engineering of the current implementation
    • Will document system behavior, edge cases, and operational standards
    • Will act as one of the first members of a growing internal AWS Connect engineering team, helping shape best practices and internal tooling
• Phase 3 – Parallel Development and System Consolidation
  • Chat / IVR Enhancements: Parallel development efforts are underway to expand the AWS Connect experience, particularly around chatbot functionality and IVR optimization. This includes:
    • Chat interfaces with bot-driven triage and escalation
    • Smart IVR flows using natural language prompts, input validation, and dynamic routing
    • Real-time reporting and visibility for operations teams
  • Telephony Consolidation
    • Other departments still operate on legacy IVR platforms
    • After the tenant migration, these systems will be evaluated and gradually integrated into AWS Connect as the enterprise-wide standard

JOB REQUIREMENTS

• Senior Cloud Engineer (AWS Connect) – Architect / Design / Develop AWS-based Contact Center Solutions
• AWS Connect Features – Design / Develop / Implement / Complex Solutions | Configure / Manage Features (Voice / Chat Capabilities / Voice Recognition / Text-to-Speech / Outbound Dialing)
• AWS Connect Troubleshooting– Ensuring Seamless Communication | Enhancing Customer Services Operations Directly Impacting the Delivery of High-Quality Services
• AWS Connect Integration – Build / Maintain Integrations with CRM / Third Party APIs / Enterprise Applications | AI / ML Services (Chat Bot / Speech Analytics / Sentiment Analysis)
• AWS Connect API – Automate / Manage / Customize Aspects (Managing Agent / Contacts / Routing / Analytics / Integrations, etc.)
• Contact Center Performance Optimization – Analyze Call Flow Data / Identify Bottlenecks / Implement Improvements to Reduce Call Handling Times / Improve Customer Satisfaction
• AWS Infrastructure / Services – ECS / S3 / Lambda / DynamoDB, etc.
• AWS IAM – Create / Troubleshoot / Update Users / Groups / Roles / Policies in AWS IAM | Ensuring Connectivity Between AWS Resources
• Backend Application Development (hands-on expertise) – Python / NodeJS / C# / Java
• Terraform – Deployment Automation / Infrastructure Provisioning
• DevOps Development (hands-on) – Jenkins / Docker / Azure DevOps / Kubernetes / CI/CD Pipelines
• SCRUM / Agile Development Methodology – Leading Sprint Planning / Execution / Continuous Improvement

PREFERRED (not required)

• AWS Cloud Certifications (strongly preferred)
• Contact Center Technologies – VoIP / SIP / WebRTC, etc.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.