Cloud Engineer – AWS Connect

About The Job

CloudHesive, a premier Amazon Web Service Managed Services Partner, specializes in transitioning customers from traditional data centers to robust cloud-based solutions. With deep expertise in cloud services, we provide invaluable support across public and private sectors, driving value and innovation. Headquartered in Fort Lauderdale, Florida, and with offices in Buenos Aires, Argentina; Santiago, Chile; and Denver, Colorado, CloudHesive is committed to fostering a diverse and inclusive workplace.

The Opportunity

We are seeking a Cloud Engineer with expertise in AWS Connect to join our dynamic team. The ideal candidate will have strong expertise in Amazon Connect, AWS services, and the technical skills needed to manage customer support operations, ensuring a seamless experience for both agents and customers. Our organization is a leader in harnessing the capabilities of the public cloud ecosystem through comprehensive consulting and cutting-edge managed services. As a member of our rapidly growing team, you will collaborate with industry experts and play a crucial role in transforming our clients' businesses.

Location:

This is a hybrid role, and candidates should be within a commutable distance to our offices in Fort Lauderdale, FL, or Denver, CO.

Work Authorization

Candidates must be authorized to work in the U.S. without current or future visa sponsorship.

What You’ll Be Doing

• Design, implement, and optimize Amazon Connect contact center solutions, ensuring high availability and performance.
• Develop and configure Amazon Connect flows, routing profiles, and agent queues to meet business requirements.
• Integrate Amazon Connect with third-party applications and other AWS services (e.g., Lambda, S3, DynamoDB, Lex, etc.).
• Work closely with stakeholders to understand business requirements and translate them into technical solutions.
• Troubleshoot and resolve technical issues related to Amazon Connect, including voice, chat, and integration issues.
• Monitor and maintain Amazon Connect environments, ensuring optimal performance and reliability.
• Collaborate with cross-functional teams, including customer service, IT, and development teams, to ensure smooth and efficient operations.
• Automate routine tasks and processes related to Amazon Connect using AWS tools and scripts.
• Provide technical support and training to internal teams on Amazon Connect best practices.
• Stay current with the latest Amazon Connect features, updates, and AWS service offerings.
• Ensure compliance with company security and data privacy policies while working with Amazon Connect and related systems.
  
  

Is this role for you?

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience with Amazon Connect, including configuring contact flows, queues, and routing profiles.
• Familiarity with AWS services, including Lambda, S3, DynamoDB, IAM, CloudWatch, and others.
• Experience in developing and maintaining integrations between Amazon Connect and third-party applications (CRM, ticketing systems, etc.).
• Strong knowledge of telephony concepts, IVR systems, and call center technologies.
• Experience with AWS CloudFormation, Terraform or other Infrastructure as Code (IaC) tools.
• Proficiency in scripting languages (Python, Node.js, etc.) for automation and integration tasks.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong communication skills, with the ability to work collaboratively in a fast-paced environment.
• Ability to manage multiple tasks and projects while ensuring deadlines and performance goals are met.
  
  

Certifications

• Active AWS Associate certification.
• AWS Professional or Specialty certification, or commitment to obtaining them.
• Commitment to continuous learning through activities like reading technical documentation and participating in webinars.
  
  

Computer Skills

• Proficiency in Microsoft Office, including Visio and Project.
• Strong scripting language proficiency, including Python, PowerShell, JavaScript, PHP, and proficiency in either Windows or a common Linux distribution.
• Proficiency in troubleshooting infrastructure components like Servers, Storage, and Networking.
  
  

Travel Requirements

• May entail up to 25% travel within the United States, including visits to customer sites or our Fort Lauderdale office if working remotely.
• Given the nature of our clients, occasional after core business hours activities may be necessary, such as migration tasks.
  
  

In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, a kitchen filled with snacks chosen by our employees and much more! If you think you’d be a great fit, we’d like to learn more about you!