Senior Delivery Engineer – Amazon Connect
About the role
IST Networks is a Teleperformance company and CX Technology Systems Integrator delivering cloud contact-center solutions across EMEA. As a Senior Delivery Engineer – Amazon Connect, you will design, implement, configure, and troubleshoot Amazon Connect environments for enterprise clients, providing technical leadership and live-environment support while ensuring high availability, performance, and adherence to AWS best practices.
What you will do
- Design and implement Amazon Connect solutions — contact flows, routing profiles, queues, and integrations with AWS services
- Configure and maintain Amazon Connect environments for scalability, security, and high availability
- Provide L2/L3 support for production environments, including on-call support and incident management
- Investigate and resolve voice quality, latency, and integration issues
- Develop and maintain integrations with external systems and CRMs
- Use AWS services to build automation and workflows
- Generate reporting and dashboards using analytics tools
- Prepare and maintain technical documentation
- Collaborate directly with customers to gather requirements
- Work with AWS support on issue resolution
- Lead junior engineers and enforce delivery best practices
What we are looking for
- 3–6 years of total experience, including 1–3 years with Amazon Connect or a similar CCaaS platform
- Bachelor's degree in Computer Engineering, Computer Science, or equivalent
- Strong AWS Cloud knowledge — IAM, Lambda, S3, DynamoDB, CloudWatch
- Programming ability in Python or Node.js (preferred), and experience with REST APIs and integrations
- Solid networking fundamentals and VoIP/SIP knowledge, with CRM integration familiarity
- Strong ownership mindset and analytical troubleshooting skills
- Leadership and mentoring ability, with strong communication and stakeholder management
Why this role is different
You will own Amazon Connect delivery end to end, architecture, build, and live production support, with direct access to AWS support on escalations.
The team
You will sit within IST's Cloud, DevOps, Network, and Integration teams, working directly with customer stakeholders and AWS support to keep production environments performing.