Amazon Connect Application Engineer

Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Amazon Connect Application Engineer is the hands-on technical builder for complex Amazon Connect implementations. Working closely with Solution Architects and Technical Leads, you will be responsible for the actual configuration, scripting, and deployment of Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis. 

This role bridges the gap between design and reality, translating technical specifications into functioning, robust, and user-friendly customer experience solutions.

• System Configuration & Deployment: Execute the end-to-end configuration of Solutions, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings.
• Integration & Development: Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware. 
• Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations. Ensure routing logic handles edge cases effectively.
• Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors.
• Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution.
• Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments.

• Experience: Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience. 2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms.
• Technical Execution: Proven track record of "hands-on" keyboard time configuring the Amazon Connect / AWS. 
• Problem Solving: Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations.
• Development Literacy: Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization.

• AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate,AWS Certified Developer – Associate).
• Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys)
• Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.).
• Hands-on experience with other CCaaS solutions is a strong asset
• Strong programming skills in Python, Java, or Node.js.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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