Senior Software Engineer

Role Summary:

We are looking for an AWS Connect Engineer who can both design and operate the Amazon Connect contact center and build the reporting and analytics that leadership relies on. The ideal candidate is equally comfortable building IVR/contact flows and AI-assisted quality evaluation as they are writing SQL against the analytics data lake and standing up automated daily reports. You will own the Connect platform end-to-end - configuration, routing, integrations, quality, and metrics - for a multi-tower service desk operating across queues such as TSD-L1, TSD-L2, Clinical Service Desk, and Enhanced/C-Suite support.

Key Responsibilities

A. Amazon Connect - Design & Configuration

• Contact flows & IVR: design, build, and maintain inbound flows, IVR menus, prompts (S3 / TTS / SSML), hours of operation, holidays, and error handling

• Routing: configure queues, routing profiles, quick connects, and multi-queue fallback/overflow logic (e.g., mutual fallback between towers)

• Agent experience: manage security profiles, users, agent hierarchies, and the Contact Control Panel / agent workspace

• Data Tables & dynamic config: use Amazon Connect Data Tables for no-code operational changes such as outage announcements, holiday flags, and dynamic prompts

• Telephony: claim and manage DIDs / toll-free numbers coordinate carrier and number porting where required

B. Quality, AI & Contact Lens

• Contact Lens: enable and configure conversational analytics (post-call), category rules, sentiment, and redaction

• Evaluation forms: build and maintain agent evaluation forms, including generative-AI (automated) scoring and rule-based automation

• QA operations: support calibration between AI and human reviewers tune evaluation logic and thresholds

C. Integrations

• ITSM: integrate Connect with ServiceNow (screen-pop, ticket create/update, resolver-group routing)

• Identity & collaboration: work with Active Directory / Entra ID and Microsoft Teams as applicable

• Serverless glue: build and maintain AWS Lambda functions used within flows and for automation

D. Reporting, Metrics & Analytics (equal priority)

• Built-in reporting: create, schedule, and maintain historical & real-time metrics reports configure S3 export and scheduled delivery

• Metrics APIs: use GetMetricDataV2 to programmatically pull queue/agent metrics (service level thresholds, ASA, AHT, abandonment) at custom intervals and time zones

• Analytics Data Lake / Athena: enable the Connect analytics data lake write Athena (Presto/Trino) SQL against contact_record / contact_statistic_record for contact-level accuracy - including true-abandonment logic using Agent Connection Attempts

• Automated distribution: build serverless pipelines (EventBridge → Lambda → SES / SNS) to compute KPIs and email daily/weekly reports land data in S3

• BI dashboards: prepare data for and support Amazon QuickSight and/or Power BI dashboards ensure clean, model-ready datasets

• Metric integrity: understand nuanced Connect metric behavior (e.g., contacts handled vs. queued, agent non-response vs. customer abandon) and produce numbers that reconcile and are defensible to leadership

E. Operations & Governance

• Stabilization & go-live: support go-live ramp-up, monitoring, and post-go-live stabilization

• Change management: follow least-privilege and change-control practices document configurations and runbooks

• Stakeholder support: translate business/operational needs into Connect configuration and reporting present results clearly to PMO and C-level stakeholders

Required Skills & Experience

Amazon Connect (must-have)

• 2+ years hands-on building Amazon Connect contact flows, routing profiles, queues, and IVR

• Contact Lens, evaluation forms, and quality-management configuration

• Amazon Connect Data Tables, prompts (SSML/TTS), hours of operation, and quick connects

• Experience with queue fallback/overflow and multi-tower routing designs

AWS platform & reporting (must-have)

• Strong SQL - able to write and optimize analytical queries (Athena / Presto-Trino preferred)

• AWS Lambda (Python or Node.js), IAM (least-privilege policies), Amazon S3

• Amazon Connect metrics: GetMetricDataV2 / historical & real-time reports metric definitions

• Amazon EventBridge (scheduling) and Amazon SES/SNS for automated report delivery

• Amazon Connect analytics data lake / AWS Glue / Lake Formation exposure

• BI tooling - Amazon QuickSight and/or Microsoft Power BI

• Comfortable in advanced Excel for data validation and ad-hoc analysis

Integrations & tooling (strong plus)

• ServiceNow integration with Connect (CTI, screen-pop, incident automation)

• AWS CLI / CloudFormation or Terraform for repeatable deployments

• Amazon Lex (chatbot) and Kinesis (CTR streaming) exposure

• Active Directory / Entra ID, Microsoft Teams

Soft skills

• Clear communicator who can explain metrics and trade-offs to non-technical leadership

• Detail-oriented and accuracy-driven validates numbers before they are reported

• Comfortable working across locations and time zones with PMO governance

Preferred Qualifications

• Certifications: AWS Certified Cloud Practitioner or Solutions Architect - Associate any Amazon Connect specialty training

• Domain: prior work in IT Service Desk / ITIL environments or healthcare contact centers

• Education: Bachelor's in Computer Science, IT, or equivalent practical experience

What Success Looks Like (First 90 Days)

• Owns and documents the existing Connect configuration (flows, queues, routing, evaluation forms)

• Delivers a reliable daily/weekly KPI report (offered, answered, ASA, AHT, true-abandon %) that reconciles and is trusted by leadership

• Stands up or stabilizes the automated reporting pipeline (data lake / Lambda / scheduled delivery)

• Implements at least one operational improvement (e.g., outage-announcement via Data Tables, routing optimization, or AI evaluation tuning)