AWS Support Engineer

Job Title : AWS Support Engineer Location : Orange, CT – Onsite Duration : 24+ months We are currently looking for two AWS Support Engineers to handle day-to-day operations, incident management, troubleshooting, enhancements, and integrations while the project team continues the next phase to migrate from Genesys to AWS Connect. These resources will work closely with client teams to ensure the stability and ongoing evolution of the solution. Project Details Scope: Production support and ongoing enhancement of client's Amazon Connect CCaaS pilot environment. Production scope included: Agentic Call Routing use case and Move-In / Move-Out (MIMO) call deflection. Must Have Experience supporting Amazon Connect or another cloud-based contact center platformKnowledge of AWS services, particularly Lambda, S3, DynamoDB, and CloudWatchStrong troubleshooting and production support skillsExperience with REST APIs, JSON, and application integrationsDevelopment experience in JavaScript, Node.js, Python, Java, or similar technologiesExperience with source control tools such as GitStrong communication and documentation skills Nice to Have Hands-on Amazon Connect contact flow development and configurationAWS Lambda development experienceAmazon Lex / Conversational AI experienceCloudWatch monitoring and diagnosticsExperience integrating with Salesforce, ServiceNow, or Microsoft DynamicsContact center technology experience (IVR, ACD, CTI, SIP)Infrastructure as Code experience (CloudFormation, Terraform, AWS CDK)AWS certificationsUtilities industry experience Responsibilities Amazon ConnectConfigure and maintain users, routing profiles, queues, prompts, and hours of operationDevelop and modify contact flowsConfigure routing logic, callbacks, transfers, IVR menus, and self-service capabilitiesTroubleshoot routing, contact flow, and agent/customer interaction issuesSupport deployments and configuration changes AWS Development & Integrations Support and maintain integrations involving AWS Lambda, S3, DynamoDB, CloudWatch, and Amazon LexDevelop and maintain Lambda functionsSupport integrations with internal and third-party applicationsMonitor AWS resources and resolve issues Production Support Provide Level 1 and Level 2 support for the production environmentPerform CloudWatch log and metric analysisTroubleshoot contact flows, Lambda executions, and integration failuresAnalyze Contact Trace Records (CTRs)Perform incident triage, prioritization, and root-cause analysisEscalate issues to senior engineering teams or AWS Support when required