Permanent Full Time
We are looking to hire a full time AWS Connect Developer for our Technology Enablement Platform team.
The AWS Connect Developer is a customer-focused technology professional responsible for designing, developing, implementing, and supporting cloud-based contact centre solutions built on Amazon Connect and related AWS services.
This role partners closely with business stakeholders, solution architects, product owners, and technology teams to deliver scalable, secure, and innovative contact centre capabilities that improve customer and advisor experiences. The successful candidate will contribute to the evolution of our Contact Centre platform through configuration, development, automation, integration, and continuous improvement initiatives.
Success in this role is measured by the ability to deliver high-quality solutions, maintain platform stability and performance, and enable business value through the effective use of Amazon Connect and cloud technologies.
This role requires the successful candidate to receive Reliability Status security clearance. This is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website.
What you will do Solution Design & Development
- Design, develop, configure, and support Amazon Connect contact flows, routing strategies, queues, prompts, and customer experiences.
- Develop integrations between Amazon Connect and enterprise systems using AWS services such as Lambda, API Gateway, DynamoDB, S3, EventBridge, Step Functions, and SNS/SQS.
- Build and maintain self-service capabilities including IVR solutions, automated workflows, chatbot integrations, and customer authentication processes.
- Collaborate with architects and business stakeholders to translate business requirements into scalable cloud-based solutions.
- Contribute to technical design discussions and recommend best practices for cloud-native contact centre solutions.
Delivery & Continuous Improvement
- Participate in Agile delivery teams to develop and enhance Contact Centre capabilities.
- Support deployment automation, CI/CD pipelines, and infrastructure-as-code practices using tools such as CloudFormation, Terraform, or AWS CDK.
- Identify opportunities for platform optimization, automation, cost management, and operational efficiencies.
- Maintain technical documentation, solution designs, and support procedures.
- Stay current with AWS, Amazon Connect, and Contact Center as a Service (CCaaS) industry trends and emerging capabilities.
Operations & Support
- Provide Level 2 and Level 3 support for Amazon Connect and related AWS services.
- Monitor platform performance, availability, security, and operational health.
- Troubleshoot and resolve production incidents, service disruptions, and integration issues.
- Support system upgrades, releases, testing activities, and change management processes.
- Ensure solutions meet security, compliance, and governance standards.
Collaboration & Stakeholder Engagement
- Work closely with business partners to understand customer service requirements and recommend innovative solutions.
- Collaborate with developers, architects, QA analysts, product owners, and vendors to deliver business outcomes.
- Participate in planning, estimation, and prioritization activities.
- Contribute to knowledge sharing and mentorship within the development team.
- Support the adoption of cloud technologies and best practices across the organization.
What you will bring - Post-secondary degree or diploma in Computer Science, Software Engineering, Information Technology, or equivalent experience.
- Minimum 3 to 5 years of software development experience, with at least 2 years working with Amazon Connect and AWS cloud services.
- Hands-on experience configuring and developing solutions within Amazon Connect.
- Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, EventBridge, SNS, and SQS.
- Experience developing APIs and integrations using JavaScript, TypeScript, Python, Java, or similar programming languages.
- Experience with Infrastructure as Code tools such as Terraform, AWS CloudFormation, or AWS CDK.
- Knowledge of contact centre technologies including IVR, ACD, CTI, call routing, workforce optimization, call recording, and omnichannel customer engagement.
- Experience integrating Amazon Connect with CRM platforms and enterprise applications.
- Familiarity with Agile methodologies, DevOps practices, and CI/CD pipelines.
- Strong troubleshooting and problem-solving skills with the ability to work effectively in complex production environments.
The base salary for this position is between
$62,800 - $114,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
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Requisition ID: 7043
Category: Digital Technology
Location:
