Senior AWS Connect Engineer

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

The Senior Engineer - AWS Connect owns the technical health, maintenance, and continued enhancement of Modivcare 's Intelligent Virtual Assistant (IVA) and its supporting contact-center capabilities. The engineer will makes the IVA easier to change, safer to operate, and more reliable for the members, providers, and teams who depend on it.

This role works across Amazon Connect contact flows, conversational experiences, integrations, and the AWS services that support them. This role translates business needs into production-ready changes, investigates and resolves live issues, and establishes the engineering discipline required to evolve a customer-facing platform without disrupting service.
You will...

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Amazon Connect & Contact Center
- Own the technical design, configuration, maintenance, and enhancement of Amazon Connect capabilities supporting the IVA and associated voice and digital customer journeys.

- Design, build, test, and maintain Amazon Connect contact flows, routing logic, prompts, queues, hours of operation, security profiles, and related configuration.

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Integrations & Development
- Develop and support integrations between Amazon Connect, the IVA/conversational layer, and enterprise systems using AWS Lambda, APIs, event-driven patterns, and secure data exchange.

- Partner with product, operations, contact-center, and business teams to convert service needs and customer pain points into clear technical requirements and incremental releases.

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Production Support & Engineering
- Troubleshoot production issues across flows, bot behavior, Lambda functions, APIs, data dependencies, and telephony/customer-experience components; lead root-cause analysis and durable remediation.

- Implement repeatable engineering practices for change management, versioning, peer review, testing, release readiness, rollback, and production support.

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Observability, Security & Documentation
- Improve observability through logging, dashboards, alerts, traceability, and practical service-level measures for IVA availability, containment/automation performance, transfer behavior, errors, and customer experience.

- Apply security and privacy controls appropriate for sensitive customer information, including least-privilege access, secrets management, encryption, auditability, and secure API practices.

- Create and maintain technical documentation, runbooks, architecture diagrams, and operational knowledge so the platform can be supported and enhanced as a durable internal capability.

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AWS & Platform Enhancement - Assess new Amazon Connect and AWS capabilities pragmatically, recommending adoption only where they provide a clear operational, customer, or maintainability benefit.

We are excited to speak to someone with...

- 7+ years of software, cloud, contact-center, or platform engineering experience, including 2+ years delivering and supporting Amazon Connect solutions in a production environment.

- Demonstrated hands-on experience building and maintaining Amazon Connect contact flows and integrating Connect with AWS Lambda and external systems.

- Strong experience with one or more programming languages used for serverless development, such as Node/Javascript.

- Working knowledge of AWS IAM, CloudWatch, logging/monitoring, API integration, networking fundamentals, and secure cloud engineering practices.

- Experience with conversational AI/IVA technologies, including Amazon Lex or a comparable platform, and an understanding of intent design, context/session management, error recovery, and live-agent escalation.

- Experience supporting customer-facing or business-critical systems, including incident response, troubleshooting, root-cause analysis, and change/release management.

- Ability to explain technical tradeoffs clearly to both technical