Vaco by Highspring
Overview
AWS Connect Engineer III - 3-6 month C2H opportunity located in Addison, TX (onsite 4 days per week, Monday-Thursday). Hourly / Salary: up to $134K. This role will lead the development and migration of cloud-based contact center solutions and drive strategic initiatives in a multi-region AWS Connect environment. Location & Type
Location: Addison, TX 75001 (onsite 4 days per week | M-Th) Position Type: 3-6M C2H Hourly / Salary: to $134K Responsibilities
AWS Connect Architecture - design and deploy AWS Connect-based contact center solutions ensuring scalability, security, and high availability; support multi-region enterprise deployments. AWS Service Integration - integrate AWS Connect with Lambda, DynamoDB, API Gateway, S3, SNS, SQS; build seamless workflows across AWS ecosystem. Contact Flow / Automation - develop custom contact flows, queues, and prompts; implement AI-driven routing, automation, and real-time analytics to enhance CX. Team Leadership - lead software engineering team; provide technical guidance, mentorship, code reviews, and promote development standards. Stakeholder Collaboration - work with business stakeholders, product managers, and UX teams; align technical solutions with business goals. Agile Development - champion Agile practices; drive sprint planning, daily standups, and retrospectives; promote continuous improvement and team velocity. Enterprise Integration - build and maintain integrations with CRM systems, third-party APIs, and enterprise apps; ensure clean data exchange across systems. Infrastructure as Code - automate deployment and infrastructure provisioning with Terraform; maintain reproducible and scalable environments. AI / ML Integration - integrate chatbots, speech analytics, and sentiment analysis using AWS AI/ML services to enhance self-service and insights. Performance Monitoring - optimize AWS Connect performance via logging, real-time metrics, and CloudWatch dashboards; identify and resolve latency bottlenecks. Operational Stability - maintain operational integrity of the AWS Connect stack; resolve platform issues promptly; ensure high system availability and resilience. Security / Compliance - implement AWS security best practices; ensure compliance with PCI-DSS, GDPR, and industry regulations. Risk / Incident Management - conduct risk assessments; lead incident response planning and execution; drive uptime and business continuity. About the Project
This role centers around a critical platform migration and capability-building initiative within a national healthcare provider undergoing a phased AWS Connect transition. The AWS Connect Engineer will execute the lift-and-shift migration of a fully operational cloud-based contact center platform from a partner AWS tenant into the clients native AWS infrastructure. This is not a redesign or greenfield deployment; the focus is platform replication, continuity, and enablement. Phase I - Migration from Partner-Owned AWS Tenant to Internal AWS Environment
Timeline / Urgency: Immediate priority; the AWS Connect platform is live across all service centers. Migration Type: Lift-and-shift replication; move the system as-is into the clients AWS environment, aligning resources, permissions, policies, and integrations. Engineering Focus
Recreate contact flows, IVRs, chatbot configs, queues, routing profiles, and permission structures Reconfigure AWS IAM roles, policies, and connectivity to AWS services Validate that Lambda, S3, DynamoDB, API integrations, and Connect instances behave identically in the new tenant
Success Criteria: Seamless, non-disruptive cutover with maintained or improved performance and functionality
Phase II - Transition from External Support to Internal Ownership
Current State: Partner development team plus one internal engineer support the platform. Q4 Goal: Build internal engineering capability to fully own, support, and extend the AWS Connect platform. The AWS Connect Engineer II / III Will serve as a key technical resource during knowledge transfer and reverse-engineering; document system behavior, edge cases, and operational standards; contribute to internal tooling and best practices.
Phase 3 - Parallel Development and System Consolidation
Chat / IVR Enhancements: Parallel development to expand AWS Connect experience with chatbot functionality and IVR optimization (chat interfaces, smart IVR flows, real-time reporting). Telephony Consolidation: Evaluate and gradually integrate legacy IVR systems into AWS Connect as enterprise standard.
Job Requirements
Senior Cloud Engineer (AWS Connect) - Architect / design / develop AWS-based contact center solutions. AWS Connect Features - design, develop, implement complex solutions; configure and manage features (voice, chat, voice recognition, text-to-speech, outbound dialing). AWS Connect Troubleshooting - ensure seamless communication; enhance customer service operations. AWS Connect Integration - build/maintain integrations with CRM and third-party APIs; AI/ML services (chat bot, speech analytics, sentiment analysis). AWS Connect API - automate/manage/customize aspects (agents, contacts, routing, analytics, integrations). Contact Center Performance Optimization - analyze call flow data, identify bottlenecks, and implement improvements to reduce call handling times and improve customer satisfaction. AWS Infrastructure / Services - ECS, S3, Lambda, DynamoDB, etc. AWS IAM - create/troubleshoot/update users, groups, roles, policies; ensure connectivity between AWS resources. Backend Application Development (hands-on) - Python / Node.js / C# / Java. Terraform - deployment automation / infrastructure provisioning. DevOps Development (hands-on) - Jenkins / Docker / Azure DevOps / Kubernetes / CI/CD pipelines. SCRUM / Agile Development - lead sprint planning, execution, and continuous improvement. Preferred (not required)
AWS Cloud Certifications (strongly preferred). Contact Center Technologies - VoIP / SIP / WebRTC, etc. Note: compensation details and benefits are described in the posting; this includes potential discretionary bonuses and standard medical, dental, vision benefits and 401(k). Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Information Services Irving, TX listing and other location-based postings are included for context only. #J-18808-Ljbffr
AWS Connect Engineer III - 3-6 month C2H opportunity located in Addison, TX (onsite 4 days per week, Monday-Thursday). Hourly / Salary: up to $134K. This role will lead the development and migration of cloud-based contact center solutions and drive strategic initiatives in a multi-region AWS Connect environment. Location & Type
Location: Addison, TX 75001 (onsite 4 days per week | M-Th) Position Type: 3-6M C2H Hourly / Salary: to $134K Responsibilities
AWS Connect Architecture - design and deploy AWS Connect-based contact center solutions ensuring scalability, security, and high availability; support multi-region enterprise deployments. AWS Service Integration - integrate AWS Connect with Lambda, DynamoDB, API Gateway, S3, SNS, SQS; build seamless workflows across AWS ecosystem. Contact Flow / Automation - develop custom contact flows, queues, and prompts; implement AI-driven routing, automation, and real-time analytics to enhance CX. Team Leadership - lead software engineering team; provide technical guidance, mentorship, code reviews, and promote development standards. Stakeholder Collaboration - work with business stakeholders, product managers, and UX teams; align technical solutions with business goals. Agile Development - champion Agile practices; drive sprint planning, daily standups, and retrospectives; promote continuous improvement and team velocity. Enterprise Integration - build and maintain integrations with CRM systems, third-party APIs, and enterprise apps; ensure clean data exchange across systems. Infrastructure as Code - automate deployment and infrastructure provisioning with Terraform; maintain reproducible and scalable environments. AI / ML Integration - integrate chatbots, speech analytics, and sentiment analysis using AWS AI/ML services to enhance self-service and insights. Performance Monitoring - optimize AWS Connect performance via logging, real-time metrics, and CloudWatch dashboards; identify and resolve latency bottlenecks. Operational Stability - maintain operational integrity of the AWS Connect stack; resolve platform issues promptly; ensure high system availability and resilience. Security / Compliance - implement AWS security best practices; ensure compliance with PCI-DSS, GDPR, and industry regulations. Risk / Incident Management - conduct risk assessments; lead incident response planning and execution; drive uptime and business continuity. About the Project
This role centers around a critical platform migration and capability-building initiative within a national healthcare provider undergoing a phased AWS Connect transition. The AWS Connect Engineer will execute the lift-and-shift migration of a fully operational cloud-based contact center platform from a partner AWS tenant into the clients native AWS infrastructure. This is not a redesign or greenfield deployment; the focus is platform replication, continuity, and enablement. Phase I - Migration from Partner-Owned AWS Tenant to Internal AWS Environment
Timeline / Urgency: Immediate priority; the AWS Connect platform is live across all service centers. Migration Type: Lift-and-shift replication; move the system as-is into the clients AWS environment, aligning resources, permissions, policies, and integrations. Engineering Focus
Recreate contact flows, IVRs, chatbot configs, queues, routing profiles, and permission structures Reconfigure AWS IAM roles, policies, and connectivity to AWS services Validate that Lambda, S3, DynamoDB, API integrations, and Connect instances behave identically in the new tenant
Success Criteria: Seamless, non-disruptive cutover with maintained or improved performance and functionality
Phase II - Transition from External Support to Internal Ownership
Current State: Partner development team plus one internal engineer support the platform. Q4 Goal: Build internal engineering capability to fully own, support, and extend the AWS Connect platform. The AWS Connect Engineer II / III Will serve as a key technical resource during knowledge transfer and reverse-engineering; document system behavior, edge cases, and operational standards; contribute to internal tooling and best practices.
Phase 3 - Parallel Development and System Consolidation
Chat / IVR Enhancements: Parallel development to expand AWS Connect experience with chatbot functionality and IVR optimization (chat interfaces, smart IVR flows, real-time reporting). Telephony Consolidation: Evaluate and gradually integrate legacy IVR systems into AWS Connect as enterprise standard.
Job Requirements
Senior Cloud Engineer (AWS Connect) - Architect / design / develop AWS-based contact center solutions. AWS Connect Features - design, develop, implement complex solutions; configure and manage features (voice, chat, voice recognition, text-to-speech, outbound dialing). AWS Connect Troubleshooting - ensure seamless communication; enhance customer service operations. AWS Connect Integration - build/maintain integrations with CRM and third-party APIs; AI/ML services (chat bot, speech analytics, sentiment analysis). AWS Connect API - automate/manage/customize aspects (agents, contacts, routing, analytics, integrations). Contact Center Performance Optimization - analyze call flow data, identify bottlenecks, and implement improvements to reduce call handling times and improve customer satisfaction. AWS Infrastructure / Services - ECS, S3, Lambda, DynamoDB, etc. AWS IAM - create/troubleshoot/update users, groups, roles, policies; ensure connectivity between AWS resources. Backend Application Development (hands-on) - Python / Node.js / C# / Java. Terraform - deployment automation / infrastructure provisioning. DevOps Development (hands-on) - Jenkins / Docker / Azure DevOps / Kubernetes / CI/CD pipelines. SCRUM / Agile Development - lead sprint planning, execution, and continuous improvement. Preferred (not required)
AWS Cloud Certifications (strongly preferred). Contact Center Technologies - VoIP / SIP / WebRTC, etc. Note: compensation details and benefits are described in the posting; this includes potential discretionary bonuses and standard medical, dental, vision benefits and 401(k). Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Information Services Irving, TX listing and other location-based postings are included for context only. #J-18808-Ljbffr