AWS Support Engineer

Title : AWS Support Engineer

Location: Orange, CT – (Onsite-Need Locals Only)

Duration:24+ months

We are currently looking for two AWS Support Engineers to handle day-to-day operations, incident management, troubleshooting, enhancements, and integrations while the project team continues the next phase to migrate from Genesys to AWS Connect. These resources will work closely with client teams to ensure the stability and ongoing evolution of the solution.

Project Details

Scope: Production support and ongoing enhancement of client's Amazon Connect CCaaS pilot environment.

Production scope included: Agentic Call Routing use case and Move-In / Move-Out (MIMO) call deflection.

Must Have

Experience supporting Amazon Connect or another cloud-based contact center platform

Knowledge of AWS services, particularly Lambda, S3, DynamoDB, and CloudWatch

Strong troubleshooting and production support skills

Experience with REST APIs, JSON, and application integrations

Development experience in JavaScript, Node.js, Python, Java, or similar technologies

Experience with source control tools such as Git

Strong communication and documentation skills

Nice to Have

Hands-on Amazon Connect contact flow development and configuration

AWS Lambda development experience

Amazon Lex / Conversational AI experience

CloudWatch monitoring and diagnostics

Experience integrating with Salesforce, ServiceNow, or Microsoft Dynamics

Contact center technology experience (IVR, ACD, CTI, SIP)

Infrastructure as Code experience (CloudFormation, Terraform, AWS CDK)

AWS certifications

Utilities industry experience

Responsibilities

Amazon Connect

Configure and maintain users, routing profiles, queues, prompts, and hours of operation

Develop and modify contact flows

Configure routing logic, callbacks, transfers, IVR menus, and self-service capabilities

Troubleshoot routing, contact flow, and agent/customer interaction issues

Support deployments and configuration changes

AWS Development & Integrations

Support and maintain integrations involving AWS Lambda, S3, DynamoDB, CloudWatch, and Amazon Lex

Develop and maintain Lambda functions

Support integrations with internal and third-party applications

Monitor AWS resources and resolve issues

Production Support

Provide Level 1 and Level 2 support for the production environment

Perform CloudWatch log and metric analysis

Troubleshoot contact flows, Lambda executions, and integration failures

Analyze Contact Trace Records (CTRs)

Perform incident triage, prioritization, and root-cause analysis

Escalate issues to senior engineering teams or AWS Support when required