Amazon Connect Implementation & Support Engineer (Amazon Connect)

Location: Colombia; Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, with occasional after-hours support for critical issues.

Company

hirify.global is a humanitarian immigration practice supporting individuals and families seeking safety, stability, and a path forward.

What you will do

• Implement and maintain Amazon Connect configurations across development and production environments.
• Configure contact flows, queues, routing profiles, operating hours, prompts, callbacks, and related components.
• Assist with the Amazon Connect and Salesforce integration and support the transition from RingCentral.
• Investigate and resolve Tier 2/3 Amazon Connect, VoIP, call-flow, routing, integration, and telephony issues.
• Perform configuration, functional, integration, and user acceptance testing.
• Support production deployment, stabilization, critical incidents, documentation, and collaboration with internal teams and implementation partners.

Requirements

• Hands-on experience implementing and supporting Amazon Connect, including contact flows, queues, routing profiles, and other core components.
• Experience independently resolving Tier 2/3 Amazon Connect and VoIP-related issues.
• Knowledge of contact-center and telephony concepts, including IVR, call routing, transfers, callbacks, and call recording.
• Experience supporting development, testing, and production environments, with familiarity with AWS CloudWatch logs and metrics.
• Strong written and verbal communication skills in English and availability during Eastern Time business hours.
• Experience with Salesforce integrations, RingCentral or contact-center migrations, AWS Lambda, APIs, JSON, serverless AWS services, and security controls.

Nice to have

• Experience with Contact Lens, Customer Profiles, Amazon Lex, or other Amazon Connect capabilities.
• Experience supporting large contact-center environments.

Culture & Benefits

• Three-month, full-time contract with an immediate start.
• Collaborative environment with peer support and accessible leadership.
• Work focused on advocacy, learning, efficiency, nimbleness, and high-quality client service.
• Computer equipment must meet the stated Windows 11 or recent macOS, processor, memory, and storage requirements.