Engineer - Amazon Connect
2 days ago
Naperville
Job Description Who We Are Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. Position Summary We are seeking a motivated and detail-oriented Amazon Connect Engineer to support the implementation and optimization of Amazon Connect solutions across our contact center ecosystem. In this hands-on role, you will collaborate closely with senior engineers and cross-functional stakeholders to build scalable, efficient, and integrated cloud contact center workflows. The ideal candidate is passionate about cloud technologies, eager to learn, and comfortable working in a dynamic, agile environment. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. Responsibilities include but are not limited to: • Support the design and implementation of contact center solutions using Amazon Connect, including IVR workflows, routing strategies, bot development, Contact Lens, and queue configuration., • Assist in integrating Amazon Connect with third-party systems such as Salesforce, workforce management tools, Verint, ticketing systems, and reporting platforms., • Collaborate with senior engineers and business teams to translate business needs into technical requirements and functional flows., • Participate in the development of AWS Lambda functions and basic backend integrations using Python or Node.js to extend contact center functionality., • Conduct functional and user acceptance testing to validate new features and configurations in the Amazon Connect environment., • Monitor Amazon Connect environments for performance, reliability, and operational efficiency; troubleshoot and resolve issues under guidance., • Stay informed on Amazon Connect features and AWS services relevant to cloud contact centers, recommending improvements where appropriate., • Design and Solution integrations with other business systems, such as Oracle ERP and CRM, Salesforce, and Payment Gateway. Collaborate with cross-functional teams to ensure seamless integration of AWS services and Amazon Connect with existing systems., • Lead the design and implementation of complex AWS architectures, with a strong focus on Amazon Connect for contact center operations., • Provide application support by analyzing defects, replicating/fixing defects, and providing root cause analysis for defects. Troubleshoot and resolve functional and performance-related issues., • Troubleshoot issues, provide recommendations, and oversee solution implementation in the areas of data integrity standards, data quality, and overall system usage., • Mentor and set an example for team members to foster a mindset of continuous improvement, professional development, and organizational engagement., • Provide technical expertise and input into overall cloud architecture, planning, and designs according to best practices and industry standards., • Create and maintain comprehensive documentation for systems, architectures, and processes. We're Excited if this is You! Experience and Qualifications of the Role: • 5+ years of hands-on experience with Amazon Connect or in a related cloud contact center engineering role., • Experience creating and configuring contact flows, routing profiles, and IVR systems., • Basic understanding of AWS Lambda and DynamoDB for backend integrations., • Familiarity with Salesforce Service Cloud or similar CRM platforms., • Proficiency with at least one programming language (e.g., Python or Node.js)., • Exposure to DevOps practices and tools such as Git, Jenkins, or similar CI/CD tools., • Solid problem-solving skills and a strong willingness to grow technical and domain expertise., • Good verbal and written communication skills; ability to work effectively with cross-functional teams. Preferred Qualifications: • Experience with additional AWS services relevant to contact centers, such as Lex, Polly, Contact Lens, or S3., • Understanding of telephony fundamentals (e.g., SIP, WebRTC) and call quality metrics., • Familiarity with infrastructure-as-code (e.g., CloudFormation or Terraform)., • Experience supporting Amazon Connect integrations or migrations from platforms such as Avaya, Genesys, or Five9. Computer Skills Needed to Perform the Job: • Proficiency in Microsoft O365 Education: • Bachelor's degree in Computer Science, Information Systems, or a related field — or equivalent experience. Certificates, Licenses, Registrations: • AWS Professional-level certifications (preferred). We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $86,500 - $135,500 USD Yearly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! • Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy., • Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage., • 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan., • Generous Paid Time Off: Take the time you need to recharge and relax., • Education Assistance Program: Invest in your growth and development with our support., • FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses., • Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being., • Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Competencies: Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources. Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things after moving on; can comfortably handle risk and uncertainty. Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.