AWS Connect Engineer

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. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Location

This position is fully remote based in Canada

About the Job You're Considering

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.

Your Role

• 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.

Your Skills and Experience

• 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.

Good to Have

• AWS Certifications (Associate or Professional level).
• Experience with AWS Landing Zone, Azure AD/SSO, and identity federation.
• Hands-on experience with DynamoDB, S3, Kinesis, and other AWS services.
• Experience integrating with ServiceNow, Jira, and ITSM platforms.
• Knowledge of contact-center analytics, reporting, and workforce optimization solutions.
• Exposure to AI-powered customer service solutions and generative AI integrations within contact-center platforms.

The base compensation range for this role in the posted location is: CAD 89,951 to CAD 156,310

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• 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

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

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

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.