PAAR Systems

CLOUD CONTACT CENTRE PRACTICE

Senior Engineer – Amazon Connect

Contact Centre Transformation Programme

Role title

Senior Engineer – Amazon Connect (Contact Centre Transformation)

Location

Sydney, NSW – hybrid, with regular on-site presence at client premises

Employment type

Contract

Experience

5–8 years in contact centre / cloud engineering, including hands-on Amazon Connect delivery

Reports to

Practice Lead – Cloud Contact Centre / Engagement Delivery Manager

Engagement

Client-facing delivery on a multi-year contact centre transformation programme

Eligibility

Full, unrestricted Australian working rights. Ability to obtain an Australian Government security clearance is desirable.

ABOUT THE ROLE

We are hiring a Senior Engineer to join the delivery team on a major transformation programme in Sydney, migrating a large legacy on-premises contact centre onto Amazon Connect.

This is a hands-on build role, not an oversight role. You will design and implement contact flows, integrations, routing and reporting on Amazon Connect in the ap-southeast-2 (Sydney) region, working alongside the client's own engineers, architects and operations teams — and you will be one of the people the client turns to when something in the contact centre needs to be explained, fixed or improved.

You will join a practice of Amazon Connect specialists, so you will not be the only person who knows the platform. But you will be senior enough to own workstreams end to end and to make design calls in front of a client without needing an architect in the room.

WHAT YOU WILL DO

Design and build on Amazon Connect — contact flows and modules, queues, routing profiles, hours of operation, quick connects, agent hierarchies, security profiles and Contact Control Panel / agent workspace configuration.





Build conversational self-service — IVR and virtual agent experiences using Amazon Lex, Amazon Polly, DTMF and natural-language entry points, including containment, disambiguation and fallback design.

Integrate the contact centre with the wider estate — CRM and case management (Salesforce, ServiceNow, Microsoft Dynamics), core business systems and data sources, via AWS Lambda, API Gateway, EventBridge, Step Functions and DynamoDB.

Implement Connect's application layer — Amazon Connect Cases, Customer Profiles, Tasks, Contact Lens, Amazon Q in Connect, Voice ID and outbound campaigns, where they fit the client's use cases.

Own telephony and migration workstreams — numbering and porting with Australian carriers, SIP integration, routing cutover plans, and phased migration of contact types off the legacy platform with tested rollback paths.

Build the data and reporting layer — stream Contact Trace Records and agent events through Kinesis into S3, and model real-time and historical reporting via Athena, QuickSight or the client's existing BI platform.

Automate what should be automated — infrastructure as code (Terraform, AWS CDK or CloudFormation), version-controlled flows, and CI/CD pipelines that promote changes cleanly across dev, test and production.

Engineer for the non-functionals — security and IAM least privilege, KMS encryption, PCI-DSS-aligned payment handling and sensitive-data redaction, call recording consent, resilience,



capacity planning and observability through CloudWatch.

Support the transition to run — hypercare, runbooks, knowledge transfer and enablement so the client's own team can operate and extend the platform after go-live.

Be a credible technical voice with the client — run workshops, walk stakeholders through design options and trade-offs, and contribute to estimates, solution shaping and delivery planning.

WHAT YOU WILL BRING

Essential

5–8 years' professional experience in contact centre technology, cloud engineering or integration development, the majority of it hands-on.

Demonstrable production experience with Amazon Connect — you have designed, built and released contact flows and integrations on real deployments, not only completed training or a proof of concept.

Strong AWS engineering skills across Lambda, API Gateway, DynamoDB, S3, Kinesis, EventBridge, IAM, CloudWatch, KMS and VPC networking.

Confident coding in at least one of Python, Node.js/TypeScript, Java or .NET, including writing and testing Lambda functions that sit in the live call path.

Practical grasp of contact centre concepts — skills-based routing, queueing and overflow, IVR design, call recording, quality management, and the operational metrics that matter (AHT, containment, abandonment, service level, occupancy).

Experience delivering inside a transformation or migration programme: working to a delivery plan, managing cross-workstream dependencies, and operating under formal environments and change control.

Infrastructure as code and CI/CD experience — Terraform, CDK or CloudFormation, plus Git-based branching and automated deployment.

Solid client-facing communication — able to explain a design decision to a business stakeholder and defend it to a technical audience in the same meeting.

📌 Senior Engineer – Amazon Connect (Contact Centre Transformation) (Sydney)
🏢 PAAR Systems
📍 Sydney