Amazon Connect Architect & Automation Engineer

Responsibilities Design and implement scalable and resilient solutions on Amazon Connect via infrastructure as code, contribute to large‑scale projects, including system upgrades, platform migrations, and feature implementations. Architect custom CCP, contact flows, IVRs, routing profiles, and agent hierarchies. Develop and deploy custom contact flows and automation scripts; configure call routing, queues, and user permissions. Optimize contact centre operations through data analysis and feedback loops. Implement real‑time and historical reporting solutions using AWS analytics tools. Integrate Amazon Connect with third‑party CRMs, ticketing systems, and workforce management tools; customize agent and customer experiences using APIs and SDKs. Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text‑to‑speech) to enhance customer interactions. Analyse existing and new voice and data networks (as needed), troubleshoot, maintain, upgrade, and identify problem areas; solve issues proactively. Monitor system performance to ensure high availability, security, and compliance of the contact centre infrastructure. Work closely with manager and stakeholders, including business analysts, developers, and operations teams to deliver on agreed dates and raise issues/risks in a timely manner. Provide technical support and training to internal teams and end‑users. Document system configurations, workflows, and best practices. Provide high‑level operational support acting as an escalation point for work stoppages. Follow Maximus implementation standards and change control processes, understand business processes, and develop unit and integration test scenarios in accordance with system requirements and business process changes. Qualifications & Experience Degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology, or related discipline, or equivalent professional technical experience. 4+ years of experience in cloud‑based contact centre solutions (specifically Amazon Connect). Expertise in AWS Services and Infrastructure as Code. Deep understanding of IAM and securing AWS environments. Strong scripting or programming skills (e.g., Python, JavaScript). Expertise with DevOps practices and tools (e.g., CI/CD, CloudFormation, Terraform). Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, Step Function, S3, Kinesis (data/video), Stream/Firehose, EventBridge, CloudWatch, CloudTrail, API Gateway, Amazon Lex, and CloudFront. Individual Competencies Good technical problem‑solving skills and ability to collaborate in troubleshooting challenging configurations. Proactive, methodical, and thorough approach to operations management. Excellent ability to communicate in both written and oral forms to technical and non‑technical audiences at all levels. Ability to work independently to achieve objectives and manage multiple high‑priority initiatives simultaneously. Customer and user focussed, with the ability to understand and manage stakeholder goals and priorities across multiple Business Divisions. Flexible and pragmatic attitude, able to work effectively in a fast‑paced, ambiguous environment. Excellent influencing of peers, senior executives, customers and partners in delivery of operational priorities and maintaining positive and productive relationships. EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well‑being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. #J-18808-Ljbffr Maximus