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Job description
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Team Overview This position is a critical backfill for an experienced Amazon Connect engineering role supporting business-critical customer service operations. The resource will be responsible for maintaining and enhancing the Amazon Connect platform, implementing new capabilities, resolving complex technical issues, and ensuring high availability of contact center services. Given the specialized skill set required and the impact on customer and business operations, a senior-level professional with approximately 12 years of experience is required.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. Role Overview And Core Responsibilities Amazon Connect Engineer (8 Years Experience) Role Summary The Amazon Connect Engineer will be responsible for designing, developing, implementing, and supporting cloud-based contact center solutions using Amazon Connect and related AWS services. The role involves driving customer experience transformation, optimizing contact center operations, integrating enterprise applications, and ensuring platform reliability, security, and scalability. Core Responsibilities
Design, develop, and maintain Amazon Connect contact center solutions.
Build and enhance IVR workflows, contact flows, call routing strategies, and self-service capabilities.
Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, and API Gateway.
Integrate contact center platforms with CRM systems, ticketing tools, workforce management, and other enterprise applications.
Configure and manage voice, chat, task management, and omnichannel customer engagement capabilities.
Monitor platform performance, troubleshoot complex production issues, and ensure high availability of services.
Implement security, compliance, and governance controls aligned with organizational standards.
Develop dashboards, reports, and analytics to improve customer experience and operational efficiency.
Lead platform modernization initiatives and recommend best practices for scalability and cost optimization.
Collaborate with business stakeholders, architects, vendors, and cross-functional teams to deliver new capabilities.
Provide technical leadership, mentoring, and guidance to junior engineers and support teams.
Participate in solution architecture reviews, capacity planning, disaster recovery, and release management activities
Required Knowledge And Experiences Key Skills Required
Amazon Connect
AWS Lambda, Lex, DynamoDB, API Gateway, CloudWatch
Contact Flow Design & IVR Development
CRM Integration (Salesforce, ServiceNow, etc.)
REST APIs and Microservices
Python, Node.js, or Java
Contact Center Operations & Analytics
CI/CD and Cloud DevOps Practices
AWS Security & Compliance
TransUnion Overview: At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
