Amazon Connect Application Engineer

Welcome to TELUS Digital where innovation drives impact at a global scale. As an award‑winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

Amazon Connect Application Engineer – hands‑on technical builder for complex Amazon Connect implementations. Working closely with Solution Architects and Technical Leads, you will configure, script, and deploy Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis. Your role bridges the gap between design and reality, translating technical specifications into robust, user‑friendly customer experience solutions.

• Execute end‑to‑end configuration of solutions based on design documents, building complex interaction flows, configuring omni‑channel routing, and implementing granular security settings.
• and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware.
• Translate business requirements into complex logical workflows using triggers and automations, ensuring routing logic handles edge cases.
• Conduct rigorous unit testing of configurations, partner with Quality Engineers for SIT and support UAT, troubleshooting API failures or routing logic errors.
• Document as‑built details, API mapping documents, and runbooks; provide technical walkthroughs for client operations teams.
• Provide hyper‑care support immediately after go‑live, troubleshooting bugs, optimizing performance, and rapid configuration adjustments.

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• 2+ years of experience in contact center implementation with focus on CCaaS platform configuration and deployment.
• Hands‑on experience configuring Amazon Connect and AWS services.
• Strong debugging skills – ability to read API logs and troubleshoot logic conflicts.
• Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) for custom app development and widget customization.

• AWS Professional Certification(s) such as Cloud Practitioner, Solutions Architect – Associate, or Developer – Associate.
• Experience leading migration projects from legacy platforms (Salesforce Service Cloud, Five9, Genesys).
• Hands‑on experience with other CCaaS solutions.
• Strong programming skills in Python, Java, or Node.js.

• Healthcare benefits – Medical, Vision, Dental
• 401(k) matching
• Employee Share Purchase Plan
• Competitive PTO policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance

This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances. Individual base salaries are determined during the interview process and are periodically reviewed to ensure internal and market equity.

Annual Base Salary Range (Performance Bonus Eligible): $113,445 – $153,485 USD

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

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