Amazon Connect Systems Engineer (AWS)

Bachelor’s degree in Computer Science, Information Systems, or a related field. 3+ years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk) AWS Connect experience is required Working knowledge of telephony fundamentals (SIP trunking, PSTN routing). Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations). Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email). Strong understanding of contact center and customer service operations. Experience building dashboards and reports using native tools or BI platforms. Familiarity with APIs and integration principles. Self-directed, curious, and collaborative mindset. Excellent written and verbal communication. Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk). Knowledge of AWS tools like Lambda, EventBridge, and IAM. Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures. Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications. Background in evaluating or implementing new communication platforms.

Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms. Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations. Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability. Develop and manage Twilio Studio workflows, ensuring SMS compliance and reliable delivery. Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels. Manage access, roles, hours of operation, and permissions across platforms. Build and maintain dashboards to track system KPIs, agent performance, and customer interactions. Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs. Proactively identify friction points and implement system or process solutions. Collaborate with operations and product teams to identify communication pain points and opportunities. Lead evaluations of new platforms or integrations that improve communication workflows. Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications. Maintain documentation on system architecture, configuration, SOPs, and troubleshooting. Ensure all systems are configured with scalability, security, and compliance in mind.