Amazon Connect Engineer

Amazon Connect Engineer (Routing)Remote Contract to Hire$75-80/hourPosition SummaryThe Senior AWS Contact Center Routing Engineer is responsible for the design, development, implementation, support, and optimization of enterprise routing capabilities within Amazon Connect.This role serves as a hands-on Amazon Connect routing subject matter expert within Workforce Intelligence Platform Services (WIPS). The engineer will build and support scalable routing solutions that improve customer experience, agent efficiency, operational performance, and platform reliability across a large enterprise contact center environment.The ideal candidate has strong Amazon Connect routing expertise, practical AWS engineering skills, and the ability to troubleshoot complex routing and contact flow issues in production environments.Key ResponsibilitiesAmazon Connect Routing EngineeringDesign, build, and support Amazon Connect routing solutions across enterprise contact center environments.Create, maintain, and optimize Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles.Configure and support skills-based, attribute-based, priority-based, and queue-based routing strategies.Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall experience.Troubleshoot complex routing, telephony, contact flow, and agent routing issues.Perform impact analysis, testing, validation, and implementation support for routing changes.AWS Development & IntegrationDevelop, maintain, and support AWS Lambda functions used in Amazon Connect routing solutions.Support integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge.Build and support API-based integrations between Amazon Connect and enterprise systems.Develop automation to improve routing supportability, deployment quality, monitoring, and operational efficiency.Assist with technical design, integration patterns, and reusable routing components.Operational Support & ReliabilitySupport production incidents, problem resolution, and root cause analysis for Amazon Connect routing issues.Create and improve monitoring, alerting, dashboards, runbooks, and operational documentation.Partner with support teams to improve platform stability, availability, and resiliency.Support change management and deployment activities for routing enhancements.Participate in on-call or escalation support as required.Collaboration & DocumentationPartner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams.Translate business routing needs into scalable Amazon Connect technical solutions.Document routing designs, standards, support procedures, and implementation details.Share technical knowledge and best practices with peers and cross-functional partners.Required Qualifications5+ years of contact center technology experience.3+ years of hands-on Amazon Connect engineering experience.Deep experience designing, building, and supporting Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records.Experience developing or supporting AWS Lambda functions used in contact center workflows or routing logic.Experience integrating Amazon Connect with APIs or external enterprise systems.Strong understanding of contact center routing concepts, customer journeys, queue design, agent experience, and production support.Strong troubleshooting, analytical, and problem-solving skills.Experience supporting large-scale or enterprise contact center environments.Strong written and verbal communication skills with the ability to work across technical and non-technical teams.Ideal Candidate ProfileThe ideal candidate is a hands-on Amazon Connect routing engineer who has built and supported complex routing solutions in production. This person should be comfortable working directly in Amazon Connect, troubleshooting contact flows and routing behavior, developing Lambda integrations, and partnering with operations and engineering teams to solve real customer and agent experience challenges.The strongest candidates will bring a combination of Amazon Connect routing depth, AWS development capability, enterprise contact center knowledge, strong troubleshooting skills, and a mindset focused on automation, reliability, and continuous improvement.Why Join Us?401(k) Matching PlanMedical, Dental, & Vision PlansRelationship Driven Process to Find Your Best Fit6 Paid HolidaysRegular Meetings to Ensure Quality in Your EngagementHow to Apply:(Straightforward, easy one-click apply.)About Us:At Brooksource, relationships are the foundation of everything we do. Since 2000, we’ve built lasting partnerships with clients, consultants, and internal teams to deliver an exceptional experience across every engagement. As a trusted IT and Engineering services provider, Brooksource supports Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our proprietary Workforce Transformation program. Whether you're hiring for software development, cloud computing, cybersecurity, data analytics, or enterprise IT, our customized staffing solutions are designed to align with your company’s unique goals, culture, and technology stack. We offer flexible hiring models, including contract, contract-to-hire, and direct placement to meet your evolving business needs.We are a certified partner of leading platforms, including Salesforce, AWS, Microsoft, and Google Cloud, enabling us to deliver scalable, end-to-end technology solutions. With a growing national footprint, Brooksource is redefining expectations in IT consulting, engineering services, and technology workforce solutionsEEO Statement:Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.Benefits & PerksBenefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.Pay Disclaimer:The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.