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: Demonstrated experience troubleshooting physical workstations, audio/headset hardware, OS settings, and VDI/thin-client setups for high-density support floors.
- Telephony & Networking: Deep understanding of VoIP, SIP, PSTN, WebRTC, DNS, firewalls, and network QoS parameters.
- Scripting: Proficiency in Python, Node.js, or Bash for AWS Lambda functions and automation tasks.

Preferred Qualifications
- AWS Certified Solutions Architect – Associate or AWS Certified DevOps Engineer.
- Experience with CRM integrations (e.g., Salesforce Service Cloud, Zendesk, or ServiceNow).
- Familiarity with AWS FinOps, Amazon Lex (chatbots), or contact center AI tools.

Applying to DFX5 gives you an opportunity to work at the intersection of cutting-edge cloud infrastructure, agentic AI,



and enterprise-scale digital transformation. As an AWS Premier Tier Services Partner, DFX5 offers a fast-paced environment with significant exposure to advanced cloud technologies and high-impact enterprise projects.

Why Join DFX5

- Cutting-Edge AWS & AI Technologies: DFX5 specializes in production-grade agentic AI, Amazon Bedrock implementations, Generative AI applications, and cloud-native serverless architectures. Working here puts you at the forefront of modern cloud engineering rather than legacy tech maintenance.
- High-Impact Enterprise Projects: You get to build and support production systems across 35+ countries for major financial institutions, healthcare providers, and global brands—ranging from AI-driven fraud detection to full-scale cloud migrations.
- Deep Specialization in Amazon Connect: As an AWS Service Delivery Partner for Amazon Connect, DFX5 builds advanced contact center modernizations, AI self-service bots, and real-time analytics platforms.
- Engineering Excellence & Continuous Learning: With dozens of active AWS certifications and validated competencies across Migration, DevOps, AI, and Financial Services, DFX5 fosters a high-skill engineering culture focused on best practices (AWS Well-Architected Framework).
- Global Reach & Modern Practice: You work alongside engineers designing solutions for integral enterprises, gaining hands-on exposure to Infrastructure as Code (IaC), automated CI/CD pipelines, and agentic cloud governance.

📌 Amazon Connect Engineer (Bogotá)
🏢 DFX5
📍 Bogotá