AWS Connect Engineer III (452521)

AWS Connect Engineer III

DETAILS

Location : Addison, TX 75001 (onsite 4days per week | M-Th)

Position Type : 3-6M C2H

Hourly / Salary : to $134K

JOB SUMMARY

Vaco Technology is currently seeking an AWS Connect Engineer III for a 3-6M C2H opportunity that is located in Addison, TX 75001 (onsite 4days per week | M-Th).  AWS Connect Engineer III will play a pivotal role in driving strategic initiatives in the development of robust cloud-based contact center solutions by leading cross-functional teams in the implementation of innovative solutions.

• AWS Connect Architecture – Design / Deploy AWS Connect-Based Contact Center Solutions | Ensure Scalability / Security / High Availability | Support Multi-Region Enterprise Deployments

AWS Service Integration – Integrate AWS Connect with Lambda / DynamoDB / API Gateway / S3 / SNS / SQS | Build Seamless Workflows Across AWS Ecosystem

Contact Flow / Automation – Develop Custom Contact Flows / Queues / Prompts | Implement AI-Driven Routing / Automation / Real-Time Analytics to Enhance CX

Team Leadership – Lead Software Engineering Team | Provide Technical Guidance / Mentorship | Conduct Code Reviews / Promote Dev Standards

Stakeholder Collaboration – Work Closely with Business Stakeholders / Product Managers / UX Teams | Align Technical Solutions with Business Goals

Agile Development – Champion Agile Practices | Drive Sprint Planning / Daily Standups / Retrospectives | Promote Continuous Improvement / Team Velocity

Enterprise Integration – Build / Maintain Integrations with CRM Systems / Third-Party APIs / Enterprise Apps | Ensure Clean Data Exchange Across Systems

Infrastructure as Code – Automate Deployment / Infrastructure Provisioning with Terraform | Maintain Reproducible and Scalable Environments

AI / ML Integration – Integrate Chatbots / Speech Analytics / Sentiment Analysis Using AWS AI / ML Services | Enhance Self-Service and Insights

Performance Monitoring – Optimize AWS Connect Performance via Logging / Real-Time Metrics / CloudWatch Dashboards | Identify / Resolve Latency Bottlenecks

Operational Stability – Maintain Operational Integrity of AWS Connect Stack | Resolve Platform Issues Promptly | Ensure High System Availability / Resilience

Security / Compliance – Implement AWS Security Best Practices | Ensure Compliance with PCI-DSS / GDPR / Industry Regulations

Risk / Incident Management – Conduct Risk Assessments | Lead Incident Response Planning / Execution | Drive Uptime / Business Continuity

About the Project : This role centers around a critical platform migration and capability-building initiative within a national healthcare provider undergoing a phased AWS Connect transition. The AWS Connect Engineer will be instrumental in executing the lift-and-shift migration of a fully operational cloud-based contact center platform, currently hosted in a partner AWS tenant, into the client’s native AWS infrastructure. This is not a redesign or greenfield deployment, the focus is on platform replication, continuity, and enablement.

Phase I – Migration from Partner-Owned AWS Tenant to Internal AWS Environment

Timeline / Urgency – This is an immediate priority. The AWS Connect platform is already live across all service centers and is used actively for patient and staff communications.

Migration Type – Lift-and-shift replication, not a re-architecture. The system will be moved “as-is” into the client’s AWS environment, aligning resources, permissions, policies, and integrations.

Engineering Focus

Recreate contact flows, IVRs, chatbot configs, queues, routing profiles, and permission structure

Reconfigure AWS IAM roles, policies, and connectivity to AWS services

Validate that Lambda functions, S3 buckets, DynamoDB tables, API integrations, and Connect instances behave identically in the new tenant

Success Criteria – A seamless, non-disruptive cutover of services with maintained or improved performance, availability, and functionality

Phase II – Transition from External Support to Internal Ownership

Current State – The AWS Connect platform is currently supported by a partner development team along with one internal engineer.

Q4 Goal – Build an internal engineering capability that can fully own, support, and extend the AWS Connect platform without reliance on external teams.

The AWS Connect Engineer II / III

Will serve as a key technical resource during knowledge transfer and reverse-engineering of the current implementation

Will document system behavior, edge cases, and operational standards

Will act as one of the first members of a growing internal AWS Connect engineering team, helping shape best practices and internal tooling

Phase 3 – Parallel Development and System Consolidation

Chat / IVR Enhancements : Parallel development efforts are underway to expand the AWS Connect experience, particularly around chatbot functionality and IVR optimization. This includes :

Chat interfaces with bot-driven triage and escalation

Smart IVR flows using natural language prompts, input validation, and dynamic routing

Real-time reporting and visibility for operations teams

Telephony Consolidation

Other departments still operate on legacy IVR platforms

After the tenant migration, these systems will be evaluated and gradually integrated into AWS Connect as the enterprise-wide standard

JOB REQUIREMENTS

Senior Cloud Engineer (AWS Connect) – Architect / Design / Develop AWS-based Contact Center Solutions

AWS Connect Features – Design / Develop / Implement / Complex Solutions | Configure / Manage Features (Voice / Chat Capabilities / Voice Recognition / Text-to-Speech / Outbound Dialing)

AWS Connect Troubleshooting– Ensuring Seamless Communication | Enhancing Customer Services Operations Directly Impacting the Delivery of High-Quality Services

AWS Connect Integration – Build / Maintain Integrations with CRM / Third Party APIs / Enterprise Applications | AI / ML Services (Chat Bot / Speech Analytics / Sentiment Analysis)

AWS Connect API – Automate / Manage / Customize Aspects (Managing Agent / Contacts / Routing / Analytics / Integrations, etc.)

Contact Center Performance Optimization – Analyze Call Flow Data / Identify Bottlenecks / Implement Improvements to Reduce Call Handling Times / Improve Customer Satisfaction

AWS Infrastructure / Services – ECS / S3 / Lambda / DynamoDB, etc.

AWS IAM – Create / Troubleshoot / Update Users / Groups / Roles / Policies in AWS IAM | Ensuring Connectivity Between AWS Resources

Backend Application Development (hands-on expertise) – Python / NodeJS / C# / Java

Terraform – Deployment Automation / Infrastructure Provisioning

DevOps Development (hands-on) – Jenkins / Docker / Azure DevOps / Kubernetes / CI / CD Pipelines

SCRUM / Agile Development Methodology – Leading Sprint Planning / Execution / Continuous Improvement

PREFERRED (not required)

AWS Cloud Certifications (strongly preferred)

Contact Center Technologies – VoIP / SIP / WebRTC, etc.

Determining compensation for this role (and others) at Vaco / Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco / Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.

California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to :

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.