Senior Amazon Connect / ACCO Cloud Engineer

Experience: 8+ years in IT, including 4+ years of relevant AWS and Amazon Connect experience

Position Summary

We are seeking a Senior Amazon Connect / ACCO Cloud Engineer to deploy, configure, test, and operationalize the ACCO framework within the customer’s AWS and Amazon Connect environments. This role requires strong experience with Amazon Connect, AWS cloud services, OpenTofu or Terraform, CI/CD, identity integration, contact-center telephony, and security controls.

The consultant will also establish configuration standards, access procedures, environment synchronization processes, and comprehensive operational documentation.

Key Responsibilities

Deploy the ACCO user interface, APIs, and supporting AWS resources using OpenTofu Infrastructure as Code.
Deploy pre-built ACCO flows and modules into the customer’s Amazon Connect instance.
Configure and assess the initial DynamoDB implementation.
Design and implement an ACCO resource-tagging strategy aligned with customer standards.
Establish access-control policies, security profiles, and user-access procedures.
Define and document ACCO attribute taxonomy and naming conventions.
Integrate the customer’s single sign-on provider with its identity provider.
Design and implement a CI/CD strategy for ACCO configuration data.
Establish configuration synchronization processes between non-production environments.
Configure telephony using test Dialed Number Identification Service numbers.
Verify ACCO and Amazon Connect instance functionality.
Configure sample queues, DNIS numbers, routing patterns, and other common contact-center scenarios.
Conduct initial testing and assess ACCO framework functionality.
Identify configuration, integration, security, and operational-readiness issues.
Develop configuration standards, processes, testing results, and operational documentation.
Required Qualifications

8+ years of overall IT or cloud engineering experience.
Strong hands-on experience with Amazon Connect implementation and administration.
Experience designing contact flows, queues, routing profiles, security profiles, and telephony configurations.
Strong knowledge of AWS services, including DynamoDB, IAM, APIs, and serverless technologies.
Hands-on experience with OpenTofu or Terraform Infrastructure as Code.
Experience designing and implementing CI/CD pipelines.
Knowledge of configuration management and synchronization across multiple environments.
Experience implementing AWS tagging, IAM, role-based access control, and security standards.
Experience integrating SSO solutions with enterprise identity providers.
Understanding of DNIS, phone-number configuration, call routing, and contact-center testing.
Strong testing, troubleshooting, technical documentation, and operational-readiness skills.
Preferred Qualifications

Experience deploying configurable frameworks or accelerators within Amazon Connect.
Familiarity with ACCO or similar Amazon Connect configuration and orchestration frameworks.
Experience with Git-based configuration management and automated deployments.
Knowledge of AWS security, governance, logging, and monitoring practices.
Experience working in regulated enterprise environments.
AWS or Amazon Connect certifications are preferred.
Key Deliverables

Initial ACCO environment and configuration
Deployed UI, APIs, AWS resources, flows, and modules
DynamoDB configuration assessment
Tagging and access-control strategy
Attribute taxonomy and naming standards
SSO and identity-provider integration
CI/CD and configuration-synchronization processes
Sample queue, DNIS, and contact-center configurations
Initial ACCO testing results
Configuration standards and procedures
Access-control and security-profile documentation
User-access procedures
ACCO operations documentation