Telephony & Contact Center Engineer - AWS Connect

Overview

Remote
$40 - $41
Contract - W2
Contract - 4 Month(s)

Skills

Telephony
IVR
Amazon Connect
Interactive Voice Response

Job Details

Job Title: Telephony & Contact Center Engineer - AWS Connect
Duration: 4+ months (W2 contract)
Location: Atlanta, GA (Hybrid or fully remote)
Work Timing: Hybrid; up to 40 hours per week (must be available for occasional after-hours critical support)

Key Skills: Amazon Connect, Calabrio One (WFM, QM, Analytics), Omnichannel Contact Center Platforms, VoIP/SIP, AWS Services (Lambda, CloudWatch, S3), API Integrations, IAM/SSO, CRM Integration, Telephony Troubleshooting, IVR & Call Routing.

Job Overview:
Seeking a skilled Telephony & Contact Center Solutions Engineer to support a cloud-based contact center environment for a high-volume public-facing operation. This role requires hands-on expertise with Amazon Connect, Calabrio One, and omnichannel communication platforms. The ideal candidate will ensure a seamless, efficient, and secure customer engagement experience through optimized telephony architecture and integrated systems.

Key Responsibilities:

  • Administer and support the Amazon Connect cloud-based contact center platform.
  • Configure and maintain the Calabrio One Suite (Workforce Management, Quality Monitoring, Analytics, Reporting).
  • Oversee and optimize omnichannel communications including voice, chat, email, and SMS.
  • Integrate contact center systems with CRMs, third-party APIs, and internal tools.
  • Monitor, troubleshoot, and improve IVR logic, call routing, and real-time dashboards.
  • Analyze performance metrics and implement strategies for efficiency and cost savings.
  • Collaborate with IT, service operations, and vendors to implement new features and resolve issues.
  • Maintain thorough documentation of configurations, standard procedures, and troubleshooting guides.
  • Participate in system upgrades, patches, and enhancements while minimizing operational disruption.
  • Ensure compliance with security and privacy standards across all communication platforms.


Skills Requirements:

  • Bachelor s degree in information technology, Computer Science, or related field or equivalent experience.
  • 3 5 years of experience in a telephony or contact center engineering role.
  • Strong proficiency in Amazon Connect (contact flows, routing profiles, Lambda integrations).
  • Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics).
  • Solid understanding of omnichannel contact center operations.
  • Familiar with VoIP/SIP protocols, call quality monitoring, and optimization tools.
  • Experience with AWS services (Lambda, CloudWatch, S3) and identity/access management (SSO, IAM).
  • Excellent troubleshooting, communication, and documentation skills.


Preferred Qualifications:

  • AWS certification (e.g., Cloud Practitioner or Solutions Architect Associate).
  • Experience with CCaaS platforms and workforce management best practices.
  • Knowledge of ITIL principles and systems like ServiceNow.


Preferred Qualifications: AWS certification

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