Amazon Connect Engineer

Location: Wellesley, MA

Onsite Flexibility: Remote

Contract Details:

• Position Type: Contract
• Contract Duration: 6 months – possible extension
• Start: ASAP
• Possibility of Extension or Conversion to FTE: Yes
• Pay: $75 - 75.18/hr

Job Summary:

This is a 6-month contract role with possibility of extension or conversion to FTE. The Amazon Connect Engineer will be responsible for designing and managing security profiles, developing call flows, configuring user accounts, and integrating Amazon Connect with identity management and backend systems. The role requires strong expertise in contact center operations, IVR development, and security architecture to support a large-scale user population across omnichannel contact scenarios.

Must Haves:

• 3 years of Amazon Connect implementation experience
• Strong knowledge of call flow design and IVR development
• Experience with security profile architecture and user access management
• Familiarity with identity and access management (IAM, Okta integration)
• Experience managing large-scale user populations (400 users)
• Understanding of contact center operations and routing logic

Key Responsibilities:

Security Profile Design & Management

• Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)
• Establish access control frameworks based on business requirements and user responsibilities
• Manage ongoing profile updates and maintenance as new features are released

Call Flow Development & Optimization

• Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email
• Implement Interactive Voice Response (IVR) logic for call routing and customer self-service
• Integrate Amazon Connect flows with Amazon Lex to capture caller intent
• Integrate call flows with CRM systems and backend applications
• Test call flows across multiple scenarios and optimize for efficiency
• Document call flow logic and maintain version control for changes
• Troubleshoot and resolve call flow performance issues

Hands on experience developing and configuring Amazon Connect flows in support of the following features:

• Amazon Connect customer profiles
• Agent Workspace

User Account Configuration

• Configure individual user accounts with appropriate security profiles and routing settings
• Manage multi-profile assignments (users can hold up to two concurrent security profiles)
• Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)

Integration & Infrastructure

• Work with identity management teams to integrate Okta, Sale Point, and Amazon Connect
• Develop connectors between provisioning systems and Amazon Connect instances
• Support AD group management and user provisioning automation
• Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed

Feature & Capability Assessment

• Maintain current inventory of Amazon Connect features and capabilities
• Evaluate new features released by AWS for applicability to business use cases
• Identify and document access level requirements for emerging features

Cross-functional Collaboration

• Partner with business teams to understand role-specific needs and call flow requirements
• Work with security and compliance teams on access governance
• Support offshore/onshore and commercial/government security segmentation requirements
• Collaborate with operations teams on call routing and queue management

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About GTT:

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-03928