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TELUS Digital · 6 hours ago

Amazon Connect Application Engineer

United States

Full-time

Remote

Entry, Mid Level

$113K/yr - $153K/yr

2+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focused on delivering transformative customer experiences. The Amazon Connect Application Engineer will be responsible for configuring, scripting, and deploying Amazon Connect and AWS services to create user-friendly customer experience solutions.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Execute the end-to-end configuration of Solutions, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings

Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware

Translate business requirements into complex logical workflows using Triggers, Automations. Ensure routing logic handles edge cases effectively

Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors

Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution

Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments

Qualification

Amazon ConnectAWS servicesAPI integrationCCaaS platformsProgramming in PythonProblem solvingDocumentation skillsTeam collaboration

Required

Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms

Proven track record of 'hands-on' keyboard time configuring the Amazon Connect / AWS

Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations

Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization

Preferred

AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, AWS Certified Developer – Associate)

Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys)

Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.)

Hands-on experience with other CCaaS solutions is a strong asset

Strong programming skills in Python, Java, or Node.js