AWS Connect Engineer

Capgemini

. Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies .

Posted 11/4/2026full-timeRemote • CanadaSeniorLead💰 CA$89,951 - CA$156,310 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and implementing Amazon Connect solutions, including IVR, contact flows, and call routing, while ensuring security and compliance in cloud contact-center environments. Proficient in AWS services such as Lambda, Lex, and CloudFormation, with strong troubleshooting and stakeholder management skills.

Highest-signal resume keywords

Amazon Connect ExpertiseAWS Lambda DevelopmentIVR Design and ImplementationSalesforce IntegrationCloudFormation and CI/CD

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Amazon ConnectAWS LambdaAmazon LexIVR DesignREST APIsSOAP APIsPythonJavaScriptDynamoDBCloudFormation

Soft Skills

Excellent CommunicationStakeholder Management

Tools & Technologies

Amazon CloudWatchSNSGitJenkinsCI/CD Pipelines

Certifications & Qualifications

AWS Certifications

Industry Keywords

Contact Center TechnologiesOmnichannel Customer ServiceAI-Powered Customer ServiceWorkforce OptimizationITSM Platforms

Tech Stack

Tools & technologies

AWSAzureCloudDynamoDBITSMJavaScriptJenkinsPythonServiceNowSOAP

About the role

Key responsibilities & impact

Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies
Develop and maintain integrations using AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and other AWS services
Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions
Build and support conversational AI and chatbot capabilities using Amazon Lex
Configure monitoring, alerting, and operational dashboards using Amazon CloudWatch, SNS, and AWS monitoring services
Implement Infrastructure as Code and deployment automation using AWS CloudFormation and CI/CD pipelines
Troubleshoot and resolve production issues, perform root cause analysis, and provide ongoing support for contact-center operations
Collaborate with business and technical teams to gather requirements and translate them into scalable AWS Connect solutions
Ensure security, reliability, performance, and compliance of cloud contact-center environments

Requirements

What you’ll need

7+ years of experience in cloud-based contact center technologies with strong hands-on expertise in Amazon Connect
Proven experience designing and implementing IVR, Contact Flows, Call Routing, Queues, Routing Profiles, and Callbacks
Strong experience with AWS Lambda, Amazon Lex, and serverless application development
Experience integrating enterprise applications through REST and SOAP APIs
Hands-on experience with Salesforce integration, including Service Cloud Voice
Strong knowledge of CloudWatch, SNS, CloudFormation, and AWS operational best practices
Experience with Python and/or JavaScript development
Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation
Experience supporting production environments, troubleshooting complex issues, and performing root cause analysis
Strong understanding of AWS cloud architecture, security, scalability, and reliability principles
Excellent communication and stakeholder management skills
AWS Certifications (Associate or Professional level) are good to have
Experience with AWS Landing Zone, Azure AD/SSO, and identity federation is good to have
Hands-on experience with DynamoDB, S3, Kinesis, and other AWS services is good to have
Experience integrating with ServiceNow, Jira, and ITSM platforms is good to have
Knowledge of contact-center analytics, reporting, and workforce optimization solutions is good to have
Exposure to AI-powered customer service solutions and generative AI integrations within contact-center platforms is good to have

Benefits

Comp & perks

Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Potential eligibility for variable incentives, bonuses, or commissions