AWS Engineer
- Toronto, ON
- Contrat
- Temps-plein
- Design, implement, and manage AWS Connect contact flows to optimize customer interactions.
- Configure and maintain AWS Connect queues, ensuring efficient distribution of customer contacts.
- Develop and manage AWS Connect routing profiles to direct contacts to the appropriate agents based on defined criteria.
- Troubleshoot and resolve issues related to AWS Connect configurations, queues, routing, and flows.
- Collaborate with stakeholders, including contact center operations, IT support, and business analysts, to understand requirements and implement solutions.
- Monitor the performance and health of the AWS Connect environment and implement improvements as needed.
- Document AWS Connect configurations, processes, and best practices.
- Stay up-to-date with the latest AWS Connect features and services.
- Participate in the planning and execution of AWS Connect upgrades and enhancements.
- Adhere to company security and compliance policies.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 5+ years of experience working with Amazon Web Services (AWS).
- Significant hands-on experience with AWS Connect, including:
- Designing and implementing complex contact flows.
- Configuring and managing queues and queue settings.
- Developing and maintaining routing profiles and rules.
- Strong understanding of contact center operations and best practices.
- Experience with AWS CLI and infrastructure-as-code tools (e.g., CloudFormation, Terraform) is a plus.
- AWS Certifications are a must
- Excellent analytical and problem-solving skills.
- Strong communication and collaboration skills.
- Ability to work independently and as part of a team.