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Team Overview
This position is a critical backfill for an experienced Amazon Connect engineering role supporting business-critical customer service operations. The resource will be responsible for maintaining and enhancing the Amazon Connect platform, implementing new capabilities, resolving complex technical issues, and ensuring high availability of contact center services. Given the specialized skill set required and the impact on customer and business operations, a senior-level professional with approximately 12 years of experience is required. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.Role Overview And Core Responsibilities
Amazon Connect Engineer (8 Years Experience)
Role Summary
The Amazon Connect Engineer will be responsible for designing, developing, implementing, and supporting cloud-based contact center solutions using Amazon Connect and related AWS services. The role involves driving customer experience transformation, optimizing contact center operations, integrating enterprise applications, and ensuring platform reliability, security, and scalability.
Core Responsibilities
- Design, develop, and maintain Amazon Connect contact center solutions.
- Build and enhance IVR workflows, contact flows, call routing strategies, and self-service capabilities.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, and API Gateway.
- Integrate contact center platforms with CRM systems, ticketing tools, workforce management, and other enterprise applications.
- Configure and manage voice, chat, task management, and omnichannel customer engagement capabilities.
- Monitor platform performance, troubleshoot complex production issues, and ensure high availability of services.
- Implement security, compliance, and governance controls aligned with organizational standards.
- Develop dashboards, reports, and analytics to improve customer experience and operational efficiency.
- Lead platform modernization initiatives and recommend best practices for scalability and cost optimization.
- Collaborate with business stakeholders, architects, vendors, and cross-functional teams to deliver new capabilities.
- Provide technical leadership, mentoring, and guidance to junior engineers and support teams.
- Participate in solution architecture reviews, capacity planning, disaster recovery, and release management activities
Required Knowledge And Experiences
Key Skills Required
- Amazon Connect
- AWS Lambda, Lex, DynamoDB, API Gateway, CloudWatch
- Contact Flow Design & IVR Development
- CRM Integration (Salesforce, ServiceNow, etc.)
- REST APIs and Microservices
- Python, Node.js, or Java
- Contact Center Operations & Analytics
- CI/CD and Cloud DevOps Practices
- AWS Security & Compliance
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Sr Consultant, Applications Development
Skills Required
- Approximately 12 years of professional experience
- Approximately 8 years of Amazon Connect engineering experience
- Experience designing and maintaining Amazon Connect contact center solutions
- Experience with AWS Lambda, Lex, DynamoDB, API Gateway, and CloudWatch
- Experience with contact flow design and IVR development
- Experience integrating CRM systems such as Salesforce or ServiceNow
- Experience with REST APIs and microservices
- Programming experience with Python, Node.js, or Java
- Experience with contact center operations and analytics
- Experience with CI/CD and cloud DevOps practices
- Experience with AWS security and compliance
What the Team is Saying
TransUnion Compensation & Benefits Highlights
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Healthcare Strength — The package includes day-one medical coverage with multiple plan options, HSA/FSA, dental, vision, disability resources, and robust mental-health support (therapy, coaching, EAP).
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Parental & Family Support — Offerings include 12 weeks of paid parental leave with a gradual return, adoption and caregiver assistance, dependent-care FSA, Care@Work, and recognition for inclusive family benefits such as subsidized childcare and fertility reimbursement.
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Leave & Time Off Breadth — Flexible time off, 10 paid holidays, two global wellness days, and paid volunteer time indicate a broad time-off program.
TransUnion Insights
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
