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Amazon Connect Jobs in Minnesota (NOW HIRING)

Purple Drive

Amazon Connect Production Engineer

Minneota, MN · On-site

$44 - $57.50/hr

This role requires deep hands-on experience supporting Amazon Connect production platforms, SIP telephony services, voice routing, and integrated solutions such as Pindrop Voice Authentication/Fraud ...

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Amazon Connect information

What is an Amazon Connect?

An Amazon Connect job typically involves working with Amazon's cloud-based contact center service to design, implement, or support customer engagement solutions. Roles can include developers, solutions architects, support engineers, or contact center specialists who configure and optimize Amazon Connect for businesses. Responsibilities may involve setting up call flows, integrating third-party applications, using AI-driven analytics, or ensuring system reliability. These jobs require knowledge of AWS services, telephony, and customer experience best practices.

What are the typical daily responsibilities of an Amazon Connect specialist?

As an Amazon Connect specialist, your daily responsibilities may include designing and configuring contact center flows, integrating Amazon Connect with other AWS services, and troubleshooting technical issues that arise within client environments. You'll collaborate closely with IT teams, business stakeholders, and support staff to ensure smooth contact center operations and optimize customer experiences. The role often involves analyzing system performance, recommending enhancements, and providing user training or technical documentation. This dynamic position provides opportunities to innovate and have a direct impact on customer engagement strategies.

What are the key skills and qualifications needed to thrive in the Amazon Connect position, and why are they important?

To excel in an Amazon Connect specialist role, you need a solid background in cloud-based contact center solutions, experience with telephony systems, and a deep understanding of AWS services. Familiarity with Amazon Connect, AWS Lambda, Amazon S3, and certification as an AWS Certified Solutions Architect or Developer are commonly required. Strong problem-solving abilities, excellent communication skills, and adaptability help professionals succeed in dynamic environments and address client needs efficiently. These competencies are crucial for designing, implementing, and maintaining resilient, customer-centric contact center solutions on the AWS platform.

How does Amazon Connect work?

Amazon Connect is a cloud-based contact center service that enables businesses to set up and manage customer interactions through voice and chat channels. It uses artificial intelligence and integrates with other AWS services to route, monitor, and analyze customer calls, allowing agents to handle inquiries efficiently. Users typically require knowledge of contact center operations and AWS tools to configure and optimize the system.

What is Amazon Connect jobs?

Amazon Connect jobs involve roles related to managing and supporting Amazon Connect, a cloud-based contact center service. These positions often require skills in customer service, cloud technology, and familiarity with contact center operations, and may include roles such as support engineers, system administrators, or customer service agents.

What are the most commonly searched types of Amazon Connect jobs in Minnesota?

The most popular types of Amazon Connect jobs in Minnesota are:

What are popular job titles related to Amazon Connect jobs in Minnesota?

For Amazon Connect jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Amazon Connect jobs in Minnesota look for?

The top searched job categories for Amazon Connect jobs in Minnesota are:

What cities in Minnesota are hiring for Amazon Connect jobs?

Cities in Minnesota with the most Amazon Connect job openings:

Amazon Connect jobs near you
Infographic showing various Amazon Connect job openings in Minnesota as of August 2026, with employment types broken down into 70% Full Time, and 30% Contract. Highlights an 63% In-person, 2% Hybrid, and 35% Remote job distribution.

Amazon Connect Production Engineer

Minneota, MN • On-site

Purple Drive
See more jobs at Purple Driveexternal

$44 - $57.50/hr

Contractor

Posted 3 days ago

New

Job description

The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of Amazon Connect-based enterprise contact center environments and associated integrations. This role requires deep hands-on experience supporting Amazon Connect production platforms, SIP telephony services, voice routing, and integrated solutions such as Pindrop Voice Authentication/Fraud Detection. The engineer will serve as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities to maintain highly reliable customer and agent experiences across the contact center ecosystem. Experience with Genesys Cloud, NICE CXOne, and other CCaaS platforms is preferred; however, strong Amazon Connect production support experience is required

Platform Operations:

· Serve as the primary production support engineer for Amazon Connect services, including contact flows, routing profiles, queues, agent workspaces, and omnichannel customer interactions.

· Troubleshoot issues involving Amazon Connect, Contact Lens, Amazon Lex, Lambda integrations, APIs, and AWS services supporting customer engagement.

· Monitor and analyze Contact Trace Records (CTRs), CloudWatch logs, call recordings, telephony events, and routing behavior to identify and resolve production issues.

· Support SIP trunk integrations, call routing, carrier connectivity, DID provisioning, failover mechanisms, and telephony troubleshooting activities.

· Validate production deployments, configuration changes, and release implementations within Amazon Connect and associated AWS services.

· Monitor platform performance using CloudWatch, Splunk, Dynatrace, Datadog, Grafana, and similar observability platforms.

Vendor & Integration Support

· Act as the primary operational liaison for AWS Support, Amazon Connect Support, telecom carriers, Pindrop Support, and third-party CCaaS vendors.

· Troubleshoot integrations involving Amazon Connect, SIP providers, voice gateways, session border controllers (SBCs), CRM platforms, authentication services, APIs, and external business applications.

· Support and troubleshoot Pindrop Voice Authentication and Fraud Detection integrations, including call authentication workflows, voice-print validation issues, customer enrollment challenges, and production incidents impacting authentication services.

· Coordinate escalations with AWS, telecom carriers, and Pindrop vendors to drive timely restoration of services.

· Ensure vendor issues are tracked, documented, and resolved within established SLAs.

Mandatory Skills

· 4+ years of hands-on Amazon Connect production support experience in enterprise contact center environments.

· Strong experience supporting Amazon Connect contact flows, routing profiles, queues, agent workspaces, and production operations.

· 3+ years of experience supporting SIP telephony environments, SIP trunking, voice routing, carrier integrations, and contact center telephony services.

· Hands-on experience supporting Pindrop Voice Authentication, Voice Security, Fraud Detection, or similar voice biometric solutions in production environments.

· Strong experience troubleshooting production incidents involving:

o Amazon Connect

o AWS Lambda

o CloudWatch

o Contact Lens

o Amazon Lex

o SIP Trunks

o Telephony Routing

o Pindrop Integrations

· Experience working with monitoring tools such as Splunk, CloudWatch, Dynatrace, Datadog, Grafana, or equivalent.

· Experience supporting 24x7 production environments with on-call responsibilities.

· Strong incident management, stakeholder communication, and root cause analysis skills.