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Position Summary
We are seeking an experienced AWS Amazon Connect Configuration & Deployment Engineer to support the implementation, configuration, and optimization of Amazon Connect Contact Center Operations (ACCO) solutions. The ideal candidate will have strong expertise in AWS services, Infrastructure as Code (IaC), CI/CD automation, security, and contact center technologies.
This role will be responsible for deploying and configuring ACCO components, establishing governance and operational standards, implementing access control frameworks, and supporting integration with enterprise authentication and telephony systems.
Key Responsibilities
Deploy ACCO user interfaces, APIs, and AWS resources using OpenTofu Infrastructure as Code (IaC).
Configure and deploy pre-built ACCO modules and flows within Amazon Connect environments.
Assess, configure, and optimize DynamoDB implementations to support ACCO functionality.
Design and implement tagging strategies and access control frameworks aligned with organizational standards.
Establish and document attribute taxonomies, naming conventions, and configuration standards.
Execute functional testing, validate deployments, and assess ACCO framework performance.
Develop and maintain operational, configuration, and security documentation.
Configure user access models and support access management processes.
Integrate enterprise Single Sign-On (SSO) solutions with Identity Providers (IdP).
Design and implement CI/CD pipelines for ACCO configuration and deployment management.
Establish processes for synchronization of configuration data across non-production environments.
Configure telephony services, including DNIS setup and validation for Amazon Connect environments.
Create sample configurations, including queues, routing patterns, and telephony configurations to support common contact center use cases.
Document deployment procedures, testing outcomes, operational processes, and ongoing support requirements.
Required Qualifications
Experience implementing and administering Amazon Connect solutions.
Strong knowledge of AWS cloud services, including IAM, Lambda, API Gateway, DynamoDB, CloudWatch, and related services.
Hands-on experience with Infrastructure as Code tools such as OpenTofu or Terraform.
Experience designing and implementing CI/CD pipelines in AWS environments.
Knowledge of identity management, SSO, and enterprise authentication integrations.
Experience with access control frameworks, security standards, and governance practices.
Understanding of contact center operations, routing, telephony, and DNIS implementation.
Experience with configuration management and environment promotion strategies.
Strong troubleshooting, testing, and documentation skills.
Excellent communication and stakeholder engagement abilities.
Preferred Qualifications
AWS Certifications (Solutions Architect, Developer, DevOps Engineer, or related).
Experience with large-scale Amazon Connect deployments.
Familiarity with contact center modernization initiatives.
Experience working in highly regulated or enterprise environments.
Knowledge of DevOps best practices and cloud governance models.
Key Skills
Amazon Connect
AWS Cloud Services
OpenTofu / Terraform
Infrastructure as Code (IaC)
DynamoDB
CI/CD Automation
API Deployment & Integration
Identity & Access Management (IAM)
Single Sign-On (SSO)
Telephony & DNIS Configuration
Security & Governance
DevOps Practices
Technical Documentation
Contact Center Solutions
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