Contact Center Engineer (Remote Job) with Amazon Connect experience – Indeed Jobs US

We are actively seeking a skilled and innovative Contact Center Engineer with hands-on experience in Amazon Connect to join our fully remote team. This role is ideal for a tech-savvy professional who thrives in designing, implementing, and optimizing customer service solutions in a cloud environment. You’ll work directly on cloud contact center infrastructure, ensuring efficient and reliable operations for customers and support teams.

Job Description

As a Contact Center Engineer, you will be responsible for building and maintaining scalable voice and chat solutions using Amazon Connect and its associated services such as AWS Lambda, Lex, S3, CloudWatch, and more. You will play a critical role in engineering intelligent call routing workflows, automating agent workflows, and enhancing customer experiences through secure, seamless interactions.

This is a remote-first opportunity with a job location listed in Madison, Alabama (HSV1). You’ll collaborate cross-functionally with IT, customer success, and operations to ensure our contact center ecosystem is robust, efficient, and aligned with our business objectives.

Company Overview

We are a dynamic tech-forward organization focused on delivering high-quality customer support through intelligent and agile digital platforms. Our emphasis on innovation and automation empowers teams and improves customer satisfaction at scale. Our culture is rooted in inclusion, growth, and results.

Requirements

• 3+ years of experience working with Amazon Connect or similar contact center platforms

• Strong understanding of AWS ecosystem: Lambda, S3, Lex, DynamoDB, CloudWatch, etc.

• Experience with contact flows, IVR design, call routing, and CRM integration

• Scripting skills in JavaScript or Python are a plus

• Excellent problem-solving and communication skills

• AWS certification (optional but preferred)

• Must be based in the United States

Responsibilities

• Design and implement Amazon Connect call flows and integrations

• Collaborate with operations teams to optimize agent workflows

• Monitor system performance and automate key functions

• Troubleshoot and resolve call quality and service issues

• Document technical processes and workflows

• Work with data teams to analyze customer interaction data

• Ensure compliance with industry standards and security practices

Benefits

• Competitive salary with remote flexibility

• Comprehensive healthcare (medical, dental, vision)

• 401(k) with company match

• Paid time off and holidays

• Home office stipend and technical setup support

• Professional development opportunities

• Inclusive and collaborative remote work culture

How to Apply

Qualified applicants should submit a resume and a short cover letter highlighting their experience with Amazon Connect. Applications are reviewed on a rolling basis, and selected candidates will be contacted for a virtual interview. Begin your journey with a team that values your expertise and supports your growth.