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About the Role

We are seeking a highly skilled AWS Connect Engineer with strong hands-on experience in designing, implementing, integrating, and supporting enterprise-scale cloud contact center solutions using Amazon Connect. The ideal candidate will have expertise in IVR design, omnichannel integrations, automation, cloud-native development, and production support in a fast-paced environment. This role requires close collaboration with business stakeholders, architects, and development teams to deliver scalable, secure, and highly available customer engagement solutions.

Responsibilities

Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies.
Develop and maintain integrations using AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and other AWS services.
Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions.
Build and support conversational AI and chatbot capabilities using Amazon Lex.
Configure monitoring, alerting, and operational dashboards using Amazon CloudWatch, SNS, and AWS monitoring services.
Implement Infrastructure as Code (IaC) and deployment automation using AWS CloudFormation and CI/CD pipelines.
Troubleshoot and resolve production issues, perform root cause analysis, and provide ongoing support for contact-center operations.
Collaborate with business and technical teams to gather requirements and translate them into scalable AWS Connect solutions.
Ensure security, reliability, performance, and compliance of cloud contact-center environments.

Requirements

7+ years of experience in cloud-based contact center technologies with strong hands-on expertise in Amazon Connect.
Proven experience designing and implementing IVR, Contact Flows, Call Routing, Queues, Routing Profiles, and Callbacks.
Strong experience with AWS Lambda, Amazon Lex, and serverless application development.
Experience integrating enterprise applications through REST and SOAP APIs.
Hands-on experience with Salesforce integration, including Service Cloud Voice.
Strong knowledge of CloudWatch, SNS, CloudFormation, and AWS operational best practices.
Experience with Python and/or JavaScript development.
Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation.
Experience supporting production environments, troubleshooting complex issues, and performing root cause analysis.
Strong understanding of AWS cloud architecture, security, scalability, and reliability principles.
Excellent communication and stakeholder management skills.

Skills

AWS Connect
Amazon Connect
IVR design
Omnichannel integrations
Automation
Cloud-native development
Production support
AWS Lambda
Amazon Lex
REST APIs
SOAP APIs
DynamoDB
Salesforce Service Cloud Voice
CloudWatch
SNS
AWS monitoring services
Infrastructure as Code (IaC)
AWS CloudFormation
CI/CD pipelines
Python
JavaScript
Git
Jenkins
AWS cloud architecture
AWS Certifications
AWS Landing Zone
Azure AD/SSO
Identity federation
S3
Kinesis
ServiceNow
Jira
ITSM platforms
Contact-center analytics
Reporting
Workforce optimization
AI-powered customer service solutions
Generative AI integrations

Location

Canada

Work Type

Fully remote

Experience Level

7+ years of experience in cloud-based contact center technologies

Education Level

AWS Certifications (Associate or Professional level)

Salary/Compensations

CAD 89,951 to CAD 156,310

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

About the Company

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential.
From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries.
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.
It is a responsible and diverse group of 340,000 team members in more than 50 countries.
With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.
It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Equal Opportunity

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace.
Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.
We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment.
All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.
Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship.
Capgemini is committed to providing reasonable accommodation during our recruitment process.
If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law