AWS Connect Solutions Engineer

Location: Columbus, OH - hybrid onsite Employment Type: Contract Experience Required: 8 10+ years in Contact Center / Cloud Solutions

We are seeking a highly skilled AWS Connect Solutions Engineer with strong expertise in Genesys Cloud, Amazon Connect, and AWS services to design, implement, and optimize next-generation customer interaction solutions. The ideal candidate will have hands-on experience in contact center technologies, cloud integration, and Kinesis Client Library (KCL) , with a passion for delivering secure, scalable, and high-performing solutions.

This role requires deep technical knowledge combined with strong problem-solving, collaboration, and communication skills to work with cross-functional teams and stakeholders.

• Solution Design & Implementation : Architect and implement customer interaction solutions (voice, chat, email, etc.) leveraging Genesys Cloud and AWS services.

• Amazon Connect Configuration : Design and configure Amazon Connect contact flows, routing, IVR menus, and integrations with other AWS services.

• AWS Integration : Integrate Amazon Connect with AWS Lambda, DynamoDB, S3, and KCL to automate workflows and enhance system functionality.

• Troubleshooting & Support : Provide technical support, identify, and resolve issues within the Genesys + AWS Connect ecosystem.

• Performance Monitoring : Monitor system performance, analyze customer interactions, and optimize solutions to improve efficiency and customer experience.

• Knowledge Sharing : Train and mentor team members on AWS Connect and Genesys technologies; document best practices, standards, and technical designs.

• Security & Compliance : Ensure solutions are secure, compliant with regulatory standards, and aligned with enterprise governance.

• Strong expertise in Genesys Cloud (contact center routing, IVR, WFM).

• Hands-on experience with AWS Connect (Amazon Connect) including contact flow setup, call routing, and integrations.

• Proficiency in AWS services : Lambda, DynamoDB, S3, KCL (Kinesis Client Library).

• Strong knowledge of contact center technologies, telephony systems, and customer engagement strategies .

• Solid understanding of cloud computing principles, architecture, and best practices .

• Excellent troubleshooting, analytical, and problem-solving skills .

• Strong communication and collaboration skills for cross-functional teamwork.

• Familiarity with Java, Python, or Kafka for advanced integrations.

• Experience with DevOps practices, CI/CD, and automation .

• Knowledge of security standards, compliance (SOX, GDPR), and audit controls .

• AWS Certification (Solutions Architect / Developer / Connect Specialty) is a plus.