Senior Amazon Connect Engineer – Routing

Job Title: Senior Amazon Connect Engineer – Routing

Location: Remote
Experience: 5+ years Contact Center Technology; 3+ years Amazon Connect

Job Description

We are seeking a Senior Amazon Connect Engineer – Routing with strong hands-on experience designing, developing, implementing, and supporting enterprise contact center routing solutions using Amazon Connect.

The ideal candidate will have deep expertise in Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records (CTR). This role also requires hands-on experience with AWS Lambda and AWS integrations, including API Gateway, DynamoDB, S3, CloudWatch, and EventBridge.

The engineer will be responsible for building scalable routing solutions, troubleshooting complex contact flow and routing issues, supporting production environments, and developing automation to improve platform reliability and operational efficiency.

Key Responsibilities

• Design, build, configure, and support Amazon Connect routing solutions in enterprise contact center environments.
• Develop and maintain Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles.
• Implement skills-based, attribute-based, priority-based, and queue-based routing strategies.
• Analyze customer and agent journeys to optimize routing, transfers, containment, and agent experience.
• Troubleshoot complex Amazon Connect routing, contact flow, telephony, queue, and agent routing issues.
• Develop and support AWS Lambda functions used for routing and contact center workflows.
• Build integrations using AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and REST APIs.
• Integrate Amazon Connect with external enterprise applications and services.
• Develop automation for deployment, monitoring, routing support, and operational efficiency.
• Perform testing, impact analysis, validation, and implementation support for routing changes.
• Support production incidents and perform root cause analysis (RCA).
• Develop monitoring, alerting, dashboards, runbooks, and technical documentation.
• Support change management and deployment activities.
• Partner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams.
• Translate business routing requirements into scalable technical solutions.
• Participate in on-call or escalation support as required.

Required Qualifications

• 5+ years of contact center technology experience.
• 3+ years of hands-on Amazon Connect engineering experience.
• Strong hands-on experience with Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and CTRs.
• Strong understanding of skills-based, attribute-based, priority-based, and queue-based routing.
• Experience developing or supporting AWS Lambda functions.
• Experience with API Gateway, DynamoDB, S3, CloudWatch, and EventBridge.
• Experience integrating Amazon Connect with REST APIs and external enterprise systems.
• Strong understanding of contact center routing, queue design, customer journeys, agent experience, and telephony.
• Experience supporting large-scale enterprise contact center environments.
• Strong production troubleshooting, incident management, and root cause analysis skills.
• Strong written and verbal communication skills.

Primary Skills

1. Amazon Connect Routing – 3+ Years
Amazon Connect, Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, CTR, Skills-Based Routing, Attribute-Based Routing, Priority-Based Routing

2. AWS Lambda & AWS Integrations – 3+ Years
AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, REST APIs, Automation

3. Contact Center Technology – 5+ Years
Contact Center Routing, Queue Design, Telephony, Customer Journey, Agent Routing, Production Support, Troubleshooting, RCA, Incident Management

Preferred Candidate Profile

The strongest candidate will be a hands-on Amazon Connect routing engineer who has designed and supported complex routing solutions in production. Candidates should be comfortable working directly within Amazon Connect, troubleshooting Contact Flows and routing behavior, developing Lambda integrations, and supporting enterprise-scale contact center environments.