Amazon Connect Application Engineer
WillowTree10 months ago
Boston, MA, USAMid Level
H1B sponsor
Responsibilities
- Configure and deploy Amazon Connect solutions from technical design documents, including interaction flows, omni-channel routing, and granular security settings.
- Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, webhooks, and middleware.
- Implement complex workflow logic using triggers and automations while handling routing edge cases.
- Conduct unit testing and support system integration testing and user acceptance testing, including troubleshooting API failures and routing errors.
- Create as-built documentation, API mapping documents, and runbooks, and provide technical walkthroughs during client handover.
- Provide post-deployment hyper-care support, troubleshoot bugs, optimize performance, and make rapid configuration adjustments after go-live.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
- At least 2 years of experience in contact center implementation, specifically configuring and deploying CCaaS platforms.
- Hands-on experience configuring and deploying Amazon Connect and AWS services.
- Ability to debug technical issues, read API logs, and troubleshoot trigger, automation, and routing logic conflicts.
- Proficiency in HTML, CSS, JavaScript, JSON, and XML.
- AWS professional certifications are preferred, including AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, or AWS Certified Developer – Associate.
- Experience leading migrations from legacy platforms such as Salesforce Service Cloud, Five9, or Genesys is preferred.
- Hands-on experience with other CCaaS solutions and strong programming skills in Python, Java, or Node.js are preferred.
Tech Stack
Categories
Solutions Engineering
About WillowTree
WillowTree is a digital product consultancy that designs and builds mobile apps, websites, and omnichannel experiences for large enterprises and consumer brands. Its services include custom app development, web development, marketing automation, and data/AI integrations, delivered as fee-for-service consulting. Headquartered in Charlottesville, VA, WillowTree is part of TELUS Digital and has worked with clients such as T-Mobile and Marriott.