About the Role
DWX runs the platforms Group 1001 works on every day — including the contact center that connects our customers to us. We’re hiring a Senior AWS / Amazon Connect Engineer to own the design, automation, and reliability of that platform end to end.
This is a build-and-own role, not a ticket-taking one. You’ll treat the contact center as code, ship exclusively through pipelines, and set the engineering bar for how we run Amazon Connect at scale inside a regulated environment. You should be able to walk in, read our infrastructure, and start delivering.
What You’ll Own
Amazon Connect Platform & Architecture
• Architect and deliver Amazon Connect solutions — contact flows, queues, routing profiles, hours of operation, and security profiles — designed for reuse directly from workflow specifications.
• Own outbound campaigns, Contact Lens analytics integrations, and broadcast/notification solutions built on Connect and supporting AWS services.
• Lead migration and modernization from legacy platforms (Genesys, Cisco) where applicable.
Infrastructure as Code, Automation & Pipelines (core competency)
• Author and maintain modular, reusable Terraform for all Connect and supporting AWS infrastructure, with disciplined state management, versioning, and peer review.
• Build and own CI/CD pipelines end to end — repos, branches, environments, secrets, and promotion gates. Contact flows and configuration are treated as code, not ClickOps.
• Drive automation-first delivery: eliminate manual configuration, enforce guardrails, and keep every environment reproducible.
Integrations & Data
• Build Lambda functions (Python / Node.js) for Connect integrations and event-driven workflows.
• Configure Kinesis streams for real-time CTR, agent events, and media streams; parse and route data for downstream ingestion.
• Integrate enterprise and third-party systems — Pindrop, Snowflake, Elastic — via REST APIs and secure cross-account patterns.
Reliability, Security & Compliance
• Implement SSO / SAML access, cross-account IAM roles and policies, Secrets Manager, KMS, VPC endpoints, and security groups for private connectivity.
• Instrument observability with CloudWatch and X-Ray; establish logging and alerting standards.
• Design for the availability, recoverability, and audit posture required of a regulated insurance carrier — DR/BCP and PCI/HIPAA-aligned controls.
Ownership & Influence
• Set engineering standards and mentor peers; serve as the escalation point for complex contact center and performance issues.
• Partner with product, security, and operations to translate business requirements into resilient technical design.
Required Qualifications
• 5+ years AWS engineering experience, including 2+ years hands-on Amazon Connect (contact flows, queues, routing profiles, hours of operation, security profiles).
• 3+ years building and operating Terraform-based IaC — module development, state management, and CI/CD.
• 3+ years DevOps: pipeline design, repo/branch/secrets management, and release automation.
• Core AWS services: Lambda, Kinesis, S3, IAM, KMS, Secrets Manager, EventBridge, VPC, Transit Gateway, and VPC endpoints.
• Programming: Python, JSON, and contact flow scripting; comfort with Node.js.
• Integration: REST APIs, cross-account access, and SSL/TLS certificate management.
• Security & access: SSO, SAML, and enterprise network/security tooling (e.g., Zscaler).
• Observability: CloudWatch, X-Ray, and structured logging.
Preferred Qualifications
• AWS Certified Solutions Architect or Developer — Associate or Professional.
• Contact center integration experience (CRM, workforce management, telephony/media streaming).
• Delivery experience in regulated environments (PCI, HIPAA, or financial services / insurance).
• Familiarity with GitLab CI/CD.
