AWS Connect Specialist

WE'RE HIRING!

At HTG, you’ll push boundaries with the latest tech and collaborate with a team that loves what they do. Be part of a design services company that is amongst the companies that lead the world in technology and innovation.

Your next chapter starts here. 

We are seeking an AWS Connect Developer with hands-on experience designing, building, and supporting Amazon Connect (CCaaS) contact center solutions in production environments.

In this role, you will: 

• Manage the ongoing design, configuration, and support of the Amazon Connect contact center platform.

• Work with business teams to turn operational needs into practical contact flows, automations, and integrations.

• Configure and maintain queues, routing profiles, users, and security settings within Amazon Connect.

• Set up and support outbound calling campaigns and customer surveys, ensuring they run smoothly and as intended.

• Ensure performance data and metrics are available by maintaining reports and dashboards for operational and leadership use.

• Monitor system usage and stability, identify issues early, and make improvements to maintain reliability and performance.

• Troubleshoot and resolve platform issues, providing updates and visibility as problems are addressed.

• Plan, test, and implement system updates and enhancements with minimal disruption to operations.

• Collaborate with IT, security, project teams, and business stakeholders to ensure changes are secure, well‑managed, and aligned with business priorities.

• Follow established change management and documentation practices when working in production environments.

• Hands-on experience working with Amazon Connect in a live contact center environment, with a focus on platform configuration and operations rather than core AWS infrastructure.

• Experience using AWS CI/CD pipelines to deploy updates and customize Amazon Connect integrations and functionality.

• At least 3 years of practical experience working with Amazon Connect and related AWS services.

• Strong experience building and supporting integrations using AWS services such as Lambda, DynamoDB, S3, and Lex.

• Solid understanding of contact flow design, call routing logic, queues, and user management within Amazon Connect.

• Experience using Amazon Connect reporting and dashboards to track KPIs and support operational decision-making.

• Familiarity with workforce optimization concepts such as forecasting, capacity planning, and scheduling, and how they apply in a cloud contact center environment.

• General knowledge of VoIP concepts, customer experience (CX) best practices, and system integrations.

• Comfortable working with cross-functional teams including technical staff, security teams, business analysts, and operational leaders.

• Strong communication skills, with the ability to gather requirements, explain technical concepts clearly, and work effectively with both technical and non-technical audiences.

• AWS certifications (such as Solutions Architect or Developer) are an asset, but hands-on experience is valued more highly.

High Tech Genesis Inc. is an Equal Opportunity Employer committed to building inclusive teams where diverse perspectives drive innovation.

We support an accessible recruitment process and are happy to provide accommodation upon request.

Applicants must be legally authorized to work in the US, and resumes should be submitted in Microsoft Word format.