Contact Center Engineer

1 week ago

Washington, DC, United States PEAK Technical Staffing USA Full time

We are seeking a Contact Center Engineer to help design, secure, and automate a modern AWS-based contact center platform. This role will work with cutting-edge AWS services such as Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python) to deliver next-generation customer experience solutions.

Key Responsibilities

  • Build contact center infrastructure: Deploy and manage AWS Connect environments including agent onboarding/offboarding, routing, security profiles, and single sign-on integration. Troubleshoot and resolve connection quality, latency, and sound quality issues.
  • Optimize customer and agent experience: Improve Contact Control Panel functionality, leverage Contact Lens analytics, manage KPIs, and enhance flows using Lex V2.
  • Develop internal tools and insights: Build dashboards using OpenSearch and native AWS services, monitor and manage infrastructure costs, and develop self-service troubleshooting solutions.
  • Advance AI capabilities: Write and deploy Python-based Lambda functions, integrate Bedrock AI models, and securely manage datasets and model operations.
Required Qualifications
  • Bachelor's degree in Computer Science, Engineering, or related field and 3+ years of relevant experience, or 7+ years of equivalent professional experience.
  • 2+ years of hands-on experience designing, configuring, and managing Amazon Connect environments, including documentation of flows, governance, and operational procedures.
  • Experience troubleshooting WebRTC voice quality issues and network performance (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter, packet loss).
  • Proficiency in Python, Lambda, IAM policy design, YAML scripting, and cloud-based APIs.
  • Familiarity with AWS services such as Connect, Lambda, Bedrock, and S3, with understanding of well-architected frameworks and secure workload design.
  • Strong communication skills and the ability to work independently in a fast-paced, cross-functional environment.


Benefits
PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

Equal Opportunity Employer (EEO)
PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

Candidate Privacy
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/

AI Recruiting Disclosure
We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.

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