About the Role
We are looking for a hands-on Amazon Connect Engineer to join our team onsite. In this role, you will be the primary technical authority for our contact center infrastructure, blending cloud telephony engineering with real-time, high-touch support for our onsite customer support operations.
You will design, deploy, and maintain Amazon Connect flows, integrations, and reporting systems, while ensuring our onsite agent workstations, WebRTC connections, and hardware run flawlessly.
This role will be 100% on-site in customer premises near El Dorado Airport.
Key Responsibilities
- Amazon Connect & Cloud Architecture: Design, configure, and manage Amazon Connect contact flows, IVRs, routing profiles, queues, and Contact Lens analytics.
- Integrations & Automation: Build and support AWS Lambda functions, Kinesis streams, DynamoDB, and CRM/ERP integrations to enable dynamic routing and real-time agent desktop features.
- Onsite Operations Support: Provide Tier 2/3 technical support for onsite contact center agents, including workstation setup,
USB peripheral/headset configuration, thin-client environments, and local network/Wi-Fi troubleshooting.
- Network & WebRTC Optimization: Diagnose local LAN, firewall, QoS, and WebRTC issues causing latency, jitter, or dropped calls in the Contact Control Panel (CCP).
- Incident & Monitoring: Use Amazon CloudWatch, CloudTrail, and CCP logs to proactively monitor system health, perform root-cause analyses (RCA), and mitigate service disruptions.
- Compliance & Security: Implement IAM policies, KMS encryption, and data retention rules to ensure full security and regulatory compliance (e.g., PCI-DSS, HIPAA).
Required Qualifications
- Experience: 3+ years of experience engineering, deploying, and maintaining Amazon Connect in an enterprise environment.
- AWS Core Skills: Hands-on proficiency with core AWS services including Lambda, S3, IAM, CloudWatch, DynamoDB, Kinesis, and KMS.
- Onsite & Hardware Support: Demonstrat
📌 Amazon Connect Engineer (Bogotá)
🏢 DFX5
📍 Bogotá