Amazon Connect Application Engineer
WillowTreeResponsibilities
- 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
About WillowTree
WillowTree has rebranded to TELUS Digital! TELUS Digital partners with the world’s most customer-centric brands to help them orchestrate winning experiences across the customer journey. Experiences that are personalized, on-brand, and consistent across channels and platforms. Experiences that can both drive customer delight and reduce operating costs. Our lean, global teams minimize the time from idea to outcome, with a relentless emphasis on ROI. We design and build mobile apps and websites, launch personalized and automated marketing campaigns, and do it all with the latest in Generative AI and machine learning. Our client roster spans verticals and company sizes - from the Fortune 500 of today, to the Fortune 500 of tomorrow. Select clients include T-Mobile, Marriott, Allianz, Dexcom, PepsiCo, FOX Sports, Synchrony Financial, Domino’s, and Manulife.