Senior AWS Connect & Genesys Engineer

Role Overview

We are seeking an experienced AWS Connect & Genesys Engineer to design, develop, and migrate enterprise contact center solutions from Genesys to Amazon Connect. The role requires strong expertise in both platforms, AWS cloud services, infrastructure automation, and contact center architecture, with a focus on large-scale migrations, integrations, and operational reliability.

Primary Responsibilities

• Design and execute large-scale contact center migrations from Genesys to Amazon Connect.
• Develop, configure, and support Amazon Connect solutions and integrations with AWS services, including Lambda, Lex, IAM, KMS, S3, and Kinesis.
• Design and implement scalable cloud applications and contact center solutions on AWS.
• Develop and maintain Infrastructure as Code using Terraform.
• Build and manage CI/CD pipelines using Jenkins/Jules and version control tools such as Git and Bitbucket.
• Design and support Genesys contact center components, including call routing, queuing, IVR, SIP, and media services.
• Configure and maintain Genesys 8.x components, including Composer, Rule Engine (GRE), GRAT, URS, IRD, and Stat Server.
• Troubleshoot complex contact center integrations, routing issues, SIP connectivity, and application performance.
• Develop and support RESTful APIs and cloud-based integrations.
• Implement monitoring, logging, and operational support using Splunk, Datadog, and AWS CloudWatch.
• Perform unit, integration, and system testing to ensure solution quality and reliability.
• Support cloud security, identity management, encryption, and database troubleshooting.

Required Qualifications & Skills

• 7+ years of hands-on experience in software engineering, cloud engineering, or contact center technology.
• Strong experience with Amazon Connect and Genesys contact center platforms.
• Hands-on experience migrating large-scale contact center environments from Genesys to Amazon Connect.
• Strong knowledge of AWS services, including Lambda, Lex, IAM, KMS, S3, and Kinesis.
• Experience with Genesys 8.x architecture, call routing, SIP, IVR, Composer, GRE, GRAT, URS, and Stat Server.
• Proficiency in Python, Java, or other modern programming languages.
• Strong experience with Terraform and Infrastructure as Code.
• Experience with CI/CD tools such as Jenkins/Jules and version control systems such as Git/Bitbucket.
• Experience building and supporting RESTful APIs and cloud integrations.
• Knowledge of WebRTC, telephony, call recording, and SIP protocols.
• Experience with monitoring and troubleshooting tools such as Splunk, Datadog, and CloudWatch.
• Knowledge of LDAP, Active Directory, SSL certificates, SSH keys, and encryption.
• Experience with database queries, troubleshooting, and reporting.
• Strong debugging, problem-solving, automation, and testing skills.

Preferred Qualifications

• AWS certifications or relevant cloud engineering certifications.
• Experience with container orchestration and deployment on AWS.
• Hands-on experience with large-scale Genesys deployments and SBC integrations.
• Knowledge of Genesys Configuration, Management, Routing, Media Server, and ICON/Info Mart components.
• Experience designing and implementing IVR and speech solutions.
• Familiarity with Site Reliability Engineering (SRE) practices and enterprise-scale production environments.