AWS Contact Center Engineer
Location: Sacramento, CA
Job Type: Contract
Company: IDR
Category: All Other
Job Description Apply Now
The AWS Contact Center Engineer plays a critical role in designing, implementing, and maintaining cutting-edge contact center technologies. This position is responsible for supporting and enhancing AWS Connect-based environments to ensure high-quality, efficient, and reliable communication solutions. As an integral part of a forward-thinking team, the AWS Contact Center Engineer is dedicated to delivering seamless integrations, optimizing system performance, and driving innovation within a dynamic technology landscape. The role offers an exciting opportunity for professionals passionate about contact center engineering, system integration, and automation to work with leading cloud technologies and collaborate with skilled cross-functional teams.
The AWS Contact Center Engineer will work closely with network, voice, unified communications (UC), and application teams to maintain and optimize the organization's contact center infrastructure. Key responsibilities include engineering support for AWS Connect platforms, integrating with leading CRMs such as Salesforce and Zendesk, and developing automation scripts and APIs to enhance system capabilities. The engineer will also ensure secure and efficient telephony configurations, manage PSTN and SIP routing, and provide expert-level support for carrier and network design in high-volume environments.
This role requires a deep understanding of contact center technologies, hands-on experience with AWS Connect and related integrations, and proficiency in scripting languages such as Python and JavaScript. The ideal candidate is adept at troubleshooting, system architecture, and delivering innovative solutions that meet business needs. By joining a highly respected organization with a commitment to technical excellence and customer satisfaction, the AWS Contact Center Engineer will have opportunities for professional growth and contribute to the ongoing evolution of contact center operations.
Based in Sacramento, CA, this full-time position offers the chance to work in a vibrant city known for its dynamic technology sector and strong community of IT professionals. Employees enjoy a supportive environment, robust benefits, and the opportunity to be part of a company recognized for its industry leadership and commitment to employee success. Take the next step in your career and apply today by clicking the job application button.
AWS Contact Center Engineer - Summary- Design, implement, and optimize AWS Connect-based contact center environments.
- Lead system integration efforts with CRMs such as Salesforce and Zendesk.
- Develop automation scripts and APIs using Python and JavaScript to extend platform functionality.
- Collaborate with cross-functional teams for seamless technology operations.
- Maintain and support PSTN, SIP, and carrier telephony configurations for reliable call quality.
- Provide engineering support for AWS Connect operations, enhancements, and optimization.
- Design, implement, and manage integrations between AWS Connect and business applications/CRMs.
- Develop and maintain Lambda functions, APIs, and automation scripts to support business needs.
- Work with network, voice, UC, and application teams to ensure robust system performance.
- Support and troubleshoot PSTN, carrier, and telephony configurations to maintain high availability.
- Monitor contact center system health and proactively resolve technical issues.
- Document system architectures, integration points, and operational procedures.
- Stay current with AWS Connect updates, best practices, and industry trends.
- Competitive compensation package.
- Comprehensive medical, vision, dental, and life insurance coverage.
- Employee Stock Ownership Program and retirement plans.
- Opportunities for professional development and career advancement.
- Inclusive, supportive workplace culture with dedicated engagement management.
- Industry recognition, including multiple Best of Staffing® Client and Talent Awards.
- 7–8 years of experience in contact center engineering, system integration, or similar roles.
- Advanced, hands-on configuration and customization expertise in AWS Connect and related platforms.
- Comprehensive knowledge of PSTN, SIP, carrier routing, and contact center voice architecture.
- Strong proficiency in Python and JavaScript for automation and API integration.
- Proven experience integrating AWS Connect with CRMs such as Salesforce or Zendesk.
- Understanding of UC platforms and network design for high-volume contact centers.
- Excellent troubleshooting, documentation, and communication skills.
- Strategic thinker with a passion for technology and innovation.
- Detail-oriented with strong problem-solving abilities.
- Team player who thrives in collaborative, cross-functional environments.
- Proactive in identifying and implementing process improvements.
- Keen interest in staying updated with AWS Connect and contact center technologies.
- Located in Sacramento, CA, offering a dynamic technology environment and access to a vibrant IT community.
- Full-time position with long-term growth potential and impact on organizational success.
- Commitment to diversity, inclusion, and compliance with all applicable employment regulations.
- Applicants are encouraged to voluntarily self-identify for race, ethnicity, gender, and veteran status as part of the company's EEOC compliance.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
Take your next step as an AWS Contact Center Engineer and apply now by clicking the job application button to join a team recognized for excellence and innovation in the industry.