Amazon Connect Solution Engineer
Toronto, Ontario, Canada - Permanent
Job Description
Our client is a leading technology solutions provider with 600 professionals across 14 offices in North America. They are at the forefront of technology, providing cutting-edge solutions and maintaining a strong commitment to integrity, accountability, and skill. Their employees are our ambassadors, ensuring our clients and partners receive the best service.
They are seeking an AWS Connect Solution Engineer to support the design and implementation of Amazon Connect solutions for enterprise clients across Ontario.
This role is ideal for a technically strong cloud professional with 5+ years of AWS experience who has worked on Amazon Connect implementations and is comfortable operating in client-facing environments. The Solution Engineer will work closely with Solution Architects and Developers to translate business requirements into technical solutions, contribute to design documentation, and support successful delivery of enterprise contact center programs.
This is a hands-on technical role with solution design responsibilities.
Key Responsibilities
Solution Design & Configuration (35%)
Design and configure Amazon Connect environments including:
Contact flows and IVR logic
Routing profiles and queue configurations
User and security role configuration
Assist in translating business requirements into technical solution components
Contribute to High-Level and Low-Level design documentation
Support solution reviews and provide technical input on architecture decisions
Development & Integration (30%)
Develop and maintain AWS Lambda functions supporting Amazon Connect workflows
Implement integrations with external systems (CRM, APIs, data services)
Support API design and integration patterns using API Gateway and related AWS services
Assist in environment configuration across development, testing, and production
Client Engagement & Technical Support (20%)
Participate in client workshops and technical discovery sessions
Provide technical clarification and solution walkthroughs to stakeholders
Support issue resolution during testing and go-live phases
Communicate technical progress and risks to internal and external stakeholders
Deployment, Monitoring & Optimization (10%)
Assist in deployment planning and release management
Implement logging and monitoring using AWS CloudWatch
Support performance optimization and troubleshooting efforts
Security & Compliance Support (5%)
Implement IAM roles, policies, and security configurations in alignment with enterprise standards
Support security review processes and documentation requirements
Must Have Skills:
Mandatory Skills
AWS & Technical Experience:
5+ years of professional experience in AWS cloud engineering or development
2+ years of hands-on Amazon Connect experience in production environments
Strong experience with:
AWS Lambda (Node.js or Python preferred)
API Gateway
Amazon EC2 fundamentals
Amazon DynamoDB
Amazon S3
AWS IAM
AWS CloudWatch
Experience implementing RESTful integrations and event-driven workflows
Contact Center Knowledge:
Strong understanding of:
IVR and call flow configuration
Queue setup and routing logic
Contact center operational concepts
Experience contributing to solution documentation (HLD, LLD, SRD)
Comfortable operating in client-facing environments