What are the responsibilities and job description for the AWS Contact Center Engineer (Amazon Connect) position at CGI?
Position Description
CGI is seeking an experienced Amazon Connect Software Engineer to join our team and help design, build, and support enterprise scale contact center solutions. This role is responsible for delivering highly available, secure, and scalable Amazon Connect implementations while collaborating across cloud, security, telephony, and operations teams. The ideal candidate is a self starter who brings strong technical expertise, ownership, and a passion for continuous learning.
This is a Full-Time employment opportunity based in Dallas TX and/or Merrimack, NH, currently in a Hybrid working model.
Your future duties and responsibilities
Exposure to omnichannel contact center platforms (voice, chat, email, messaging) such as Genesys or Avaya
Familiarity with Docker, Kubernetes, or containerbased development
Education: Bachelor’s degree in computer science or equivalent experience
Other Information:
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $56,600.00 - $153,300.00.
CGI's benefits are offered to eligible professionals on their first day of employment to include:
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.
CGI is seeking an experienced Amazon Connect Software Engineer to join our team and help design, build, and support enterprise scale contact center solutions. This role is responsible for delivering highly available, secure, and scalable Amazon Connect implementations while collaborating across cloud, security, telephony, and operations teams. The ideal candidate is a self starter who brings strong technical expertise, ownership, and a passion for continuous learning.
This is a Full-Time employment opportunity based in Dallas TX and/or Merrimack, NH, currently in a Hybrid working model.
Your future duties and responsibilities
- Design, build, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and hours of operation
- Implement dynamic and skill based routing using AWS Lambda (Node.js or Python) and DynamoDB
- Develop and integrate Amazon Lex bots, third party APIs, and enterprise platforms such as CRM and case management systems
- Manage call recording, error handling, and failover routing logic to ensure resiliency and high availability
- Monitor, troubleshoot, and optimize routing performance using Amazon CloudWatch and AWS native tools
- Build high quality, reusable, and scalable code aligned with modern engineering best practices
- Collaborate cross functionally with cloud infrastructure, security, telephony, and support teams
- Support CI/CD pipelines and version control practices for AWS Lambda and contact center components
- Provide technical documentation, architectural guidance, and knowledge transfer to peers and stakeholders
- Translate leadership direction and business requirements into effective engineering solutions
- Support Agile delivery teams (Scrum, Kanban) and contribute to continuous improvement initiatives
- Promote innovation, accountability, and best in class engineering practices across the team
- 6 years of hands-on experience as a systems or software engineer
- Proven experience designing, building, and maintaining Amazon Connect contact flows and routing logic
- Strong experience implementing AWS Lambda solutions (Node.js or Python) with DynamoDB
- Experience integrating Amazon Connect with Amazon Lex, third party APIs, and enterprise systems
- Experience managing call recording, error handling, and failover routing strategies
- Solid understanding of queues, routing profiles, and hours of operation in Amazon Connect
- Strong troubleshooting and performance optimization skills using Amazon CloudWatch
- Experience working cross functionally with cloud, security, telephony, and support teams
- Familiarity with version control systems and CI/CD pipelines
- Working knowledge of Agile delivery methodologies (Scrum, Kanban)
- Understanding of enterprise scale, highly available platform architectures
- Hands on AWS experience or demonstrated commitment to building cloud expertise through training or certifications
- Proven ability to work independently in high visibility, time sensitive situations
- Self-starter with strong collaboration skills and a passion for continuous learning
Exposure to omnichannel contact center platforms (voice, chat, email, messaging) such as Genesys or Avaya
Familiarity with Docker, Kubernetes, or containerbased development
Education: Bachelor’s degree in computer science or equivalent experience
Other Information:
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $56,600.00 - $153,300.00.
CGI's benefits are offered to eligible professionals on their first day of employment to include:
- Competitive compensation
- Comprehensive insurance options
- Matching contributions through the 401(k) plan and the share purchase plan
- Paid time off for vacation, holidays, and sick time
- Paid parental leave
- Learning opportunities and tuition assistance
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.