Job Description: Amazon Connect implementations, migrations, and upgrades across inbound, outbound, and omnichannel deployments. Design contact flows, routing logic, conversational AI (Amazon Lex V2), Contact Lens, and Amazon Q in Connect. Integrate Connect with CRM platforms (Salesforce, Dynamics, ServiceNow) and configure channels including chat, SMS, WhatsApp, and email. Manage telephony provisioning, instance security (SAML/SSO, HIPAA, PCI), and CTR analysis pipelines using Kinesis, S3, and Athena. Lead Landing Zone buildouts, complex migrations, and Well-Architected Reviews on AWS. Implement IaC with Terraform and CloudFormation, CI/CD pipelines, and security best practices (IAM, VPC, encryption). Administer Windows/Linux environments and DevOps tooling (Docker, Ansible, Jenkins, GitHub Actions). Lead 300-level technical sessions and architecture workshops for both technical and executive audiences. Support SOW scoping, effort estimation, and pre-sales activities, and author technical documentation (architecture docs, runbooks, KT materials). Participate in 24/7 on-call rotation for managed services support. Requirements: 5+ years of experience in technology operations, professional services, or cloud engineering. 3+ years of hands-on Amazon Connect implementation experience in a professional services or consulting capacity. Demonstrated subject matter expertise in Amazon Connect and at least one additional AWS specialty domain. Proven experience leading customer-facing technical engagements at an enterprise or government scale. Experience in regulated environments (HIPAA, PCI, CMMC Level 2 / FedRAMP) preferred. Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience. Strong technical writing skills — able to produce architecture documents, runbooks, and customer-facing deliverables independently. Excellent verbal communication — comfortable leading 300-level sessions with mixed technical and executive audiences. Collaborative team player capable of delegating to and mentoring Secondary Engineers. Self-directed with strong time management across multiple concurrent customer engagements. Benefits: Competitive compensation Comprehensive benefits Training on cutting edge technology and partners (AWS) Flexible work schedule Responsible time off Kitchen filled with snacks chosen by employees Mentoring and community involvement