Amazon Connect Engineer
Location: Wellesley Hills, Massachusetts
Country: United States
Category: Other
Workplace Location: Remote
Employment Type: Contract
Posted Date: March 30, 2026
Job ID: 645860
Job Description
JOB DESCRIPTION
Job Title: Amazon Connect Engineer
Contract: 6 months – possible extension (ASAP)
Site/Location: Remote (should be able to work EST)
Rate: 65-71
Must Haves:
- 3+ years of Amazon Connect implementation experience
- Strong knowledge of call flow design and IVR development
- Experience with security profile architecture and user access management
- Familiarity with identity and access management (IAM, Okta integration)
- Experience managing large-scale user populations (400+ users)
- Understanding of contact center operations and routing logic
- Security Profile Design & Management
- Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)
- Establish access control frameworks based on business requirements and user responsibilities
- Manage ongoing profile updates and maintenance as new features are released
- Call Flow Development & Optimization
- Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email
- Implement Interactive Voice Response (IVR) logic for call routing and customer self-service
- Integrate Amazon Connect flows with Amazon Lex to capture caller intent
- Integrate call flows with CRM systems and backend applications
- Test call flows across multiple scenarios and optimize for efficiency
- Document call flow logic and maintain version control for changes
- Troubleshoot and resolve call flow performance issues
- Hands on experience developing and configuring Amazon Connect flows in support of the following features:
- Amazon Connect customer profiles
- Agent Workspace
- User Account Configuration
- Configure individual user accounts with appropriate security profiles and routing settings
- Manage multi-profile assignments (users can hold up to two concurrent security profiles)
- Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)
- Integration & Infrastructure
- Work with identity management teams to integrate Okta, Sale Point, and Amazon Connect
- Develop connectors between provisioning systems and Amazon Connect instances
- Support AD group management and user provisioning automation
- Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed
- Feature & Capability Assessment
- Maintain current inventory of Amazon Connect features and capabilities
- Evaluate new features released by AWS for applicability to business use cases
- Identify and document access level requirements for emerging features
- Cross-functional Collaboration
- Partner with business teams to understand role-specific needs and call flow requirements
- Work with security and compliance teams on access governance
- Support offshore/onshore and commercial/government security segmentation requirements
- Collaborate with operations teams on call routing and queue management
EEO Statement
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The Planet Group and our companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity, and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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About The Planet Group
The Planet Group is a global professional services firm delivering strategic staffing and advisory solutions. We operate at the intersection of talent and transformation – connecting the right people with the right opportunities in the areas of technology, engineering, accounting & finance, digital marketing, and manufacturing.
As one of the largest staffing companies in the US, we operate with a global reach and a performance-first mindset. We partner with clients to move fast, stay agile, and drive measurable results – building high-impact teams that fuel transformation and growth.
