AWS Connect Engineer

Company Overview: One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people. Why Join Us? At OPF, we foster a dynamic and inclusive company culture that emphasizes collaboration, innovation, and personal growth. Our team is composed of passionate, driven individuals who are committed to making a difference. Here’s what you can expect when you join our team: Innovative Environment: Work with cutting-edge technology and be part of a team that is constantly pushing the boundaries of fintech. Professional Growth: We invest in our employees’ growth with continuous learning opportunities, training programs, and career advancement paths. Supportive Culture: Enjoy a supportive and inclusive work environment where your ideas are valued, and your contributions make a real impact. Community Focus: Be part of a company that understands the importance of small and mid-sized businesses to their communities and the nation’s financial health. High-Performing Team: Join a team of badasses who are committed to excellence and are integral to our company's expansion and success. About the Role We’re looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative-AI self-service, and real-time analytics—to deliver best-in-class customer experiences. Responsibilities Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers). Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce). Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries. Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection. Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions). Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT. Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security). Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis Requirements 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect. Solid skills in at least one language (Python, Node.js/TypeScript, or Java). Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch). Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact center metrics. Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations. Excellent communication and documentation skills; ability to translate business goals into technical roadmaps. Preferred Qualifications AWS Solution Architect or Amazon Connect Specialty certification. Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect. Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations. Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics. Exposure to global, multi-region Connect deployments and Global Resiliency patterns. Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync. Proficiency in Five9 reporting tools. Benefits Competitive salary Health insurance Growth and development opportunities Dynamic and collaborative work environment Company events and team-building activities One Park Financial