The AWS Connect Engineer will be responsible for the design, administration, maintenance, optimization, and continuous improvement of the Amazon Connect platform and associated contact centre technologies across the organization.
This role serves as the primary technical point of contact for Amazon Connect, ensuring platform stability, operational excellence, and seamless integration with enterprise applications including Dynamics 365 Customer Service, Omnichannel, telephony providers, workforce management systems, and reporting platforms.
The AWS Connect Engineer will work closely with business stakeholders, customer service teams, vendors, and technology teams to deliver scalable, secure, and resilient customer engagement solutions. This is a hands‐on role suited to a proactive problem‐solver who can translate business requirements into effective contact centre and customer experience solutions.
Administer, configure, maintain, and optimise the Amazon Connect environment, including routing profiles, queues, contact flows, agent experiences, telephony configurations, and security settings.
Serve as the primary technical point of contact for Amazon Connect support, troubleshooting platform issues and resolving complex user and integration incidents.
Design, develop, and maintain integrations between Amazon Connect and Dynamics 365 Customer Service, Omnichannel, Customer Insights, and related Microsoft technologies.
Manage and maintain AWS services supporting Amazon Connect, including Lambda, API Gateway, S3, CloudWatch, Event Bridge, DynamoDB, Secrets Manager, IAM, and Kinesis.




Design and implement customer interaction workflows including voice, chat, callbacks, task routing, IVR self‐service, and AI‐powered automation capabilities.
Monitor platform performance, contact centre metrics, telephony health, and integration processing to ensure optimal service delivery and customer experience.
Implement structured exception handling, monitoring, alerting, and automated recovery mechanisms to improve operational resilience.
Lead small to medium‐scale enhancement projects from requirements gathering through implementation and post‐deployment support.
Collaborate with business stakeholders to identify opportunities for process improvement, automation, and customer experience optimisation.
Create and maintain detailed technical documentation, architecture diagrams, support procedures, and operational runbooks.
Support governance, security, compliance, and audit requirements across customer interaction platforms.
Perform regular platform reviews, release testing, deployment activities, and continuous improvement initiatives.
Manage vendor relationships and coordinate with telecommunications and contact centre technology providers.
Support workforce management, reporting, analytics, and customer engagement initiatives through platform enhancements and integrations.




Ensure high availability, security, and scalability of the Amazon Connect platform and associated services.
Key Capabilities
Interpersonal Communication
Proactively build relationships with executives, business stakeholders, operations teams, vendors, and technology partners.
Ability to influence business outcomes through strong written and verbal communication skills.
Liaise with staff and managers to ensure issues are resolved efficiently and effectively.
Demonstrate strong stakeholder engagement and customer‐centric thinking.
Work with the team to ensure all operational and project deliverables are completed on time.
Plan and coordinate platform upgrades, releases, maintenance activities, and implementation schedules.
Experience using Jira, Azure DevOps, ServiceNow, or similar tools for backlog management, project tracking, incident management, and change control.
Manage competing priorities in a rapid‐paced operational environment.
Analysis / Problem Solving / Innovation
Drive continuous improvement initiatives across customer engagement platforms.
Analyse contact centre performance, customer journeys, and operational metrics to identify optimisation opportunities.
Apply strong analytical and troubleshooting skills across AWS, telephony, networking, and enterprise integration environments.
Translate complex technical concepts into business‐friendly recommendations and solutions.
Promote innovation through automation, AI, and modern customer engagement technologies.
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📌 Aws Contact Center Engineer (Melbourne)
🏢 DBiz.ai
📍 Melbourne