Offer summary

Qualifications:

Proven experience designing and deploying Amazon Connect solutions in production environments., Strong AWS knowledge, including Lambda, IAM, API Gateway, DynamoDB, S3, and VPCs., Deep experience with Terraform or CloudFormation., Contact center background with systems like Cisco, Genesys, or Five9..

Key responsabilities:

Lead full-cycle Amazon Connect migrations from legacy platforms.

Design and implement Amazon Connect call flows, IVRs, and routing profiles.

Develop dashboards and reporting aligned with KPIs such as FCR and NPS.

Execute deployments using Infrastructure as Code, preferably Terraform.

Job description

AWS Connect Engineer (Contract)

GavinHeath is partnering with a client in Denver, CO (remote-first) looking to add an AWS Connect Engineer to their team. The role is a 6-month contract position, open to U.S. Citizens only.

Responsibilities:

Lead full-cycle Amazon Connect migrations from legacy platforms including Cisco, Genesys, and Five9.
Design and implement Amazon Connect call flows, IVRs, agent experiences, and routing profiles.
Build dynamic, Lambda-integrated routing solutions and data lookup logic using DynamoDB and API Gateway.
Guide client-facing architecture decisions aligned with AWS best practices.
Develop dashboards and reporting aligned with KPIs such as FCR, NPS, Gyst, and agent time-to-competency.
Execute deployments using Infrastructure as Code (Terraform preferred, CloudFormation acceptable).
Operate autonomously across projects with minimal oversight and in collaboration with cross-functional U.S. and Latin American teams.

Qualifications:

Required:

Proven experience designing and deploying Amazon Connect solutions in production environments.
Strong AWS knowledge, including Lambda, IAM, API Gateway, DynamoDB, S3, and VPCs.
Deep experience with Terraform (preferred) or CloudFormation.
Contact center background with systems like Cisco, Genesys, or Five9.
Understanding of contact center KPIs and performance measurement tools.

Preferred:

Experience with Lex bot integration (basic slot/intent design, Lambda handoff).
Familiarity with workforce management (WFM) tools such as Verint or Playvox.
Awareness of compliance standards including PCI, HIPAA, and GDPR.

Soft Skills:

Consultative mindset with the ability to guide clients and challenge assumptions constructively.
Self-starter who owns deliverables and meets deadlines without micromanagement.
Strong communicator, comfortable working across distributed teams and client-facing environments.

GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.

Required profile