Amazon Connect Configuration Engineer (Remote / WFH)

Job Title: Amazon Connect Configuration Engineer (Contract - both full-time and part-time available)

Last Updated: 26-Jul-14

Number Positions: 3

Num Still Available:: 3

Company: Peacey Systems

Location: Remote / WFH

Wage: USD $5 to $10 per hour (P40,000 to P90,000 per month)

Employment Type: Part-Time / Contract (hours flexible based on project needs)

Reports To: CEO / IT Operations Manager

Job Summary

Peacey Systems is seeking a detail-oriented Amazon Connect Configuration Engineer to support the ongoing maintenance, updates, and optimization of our Amazon Connect cloud contact center platform. This role will focus on configuring and managing our phone system, contact flows, routing strategies, and related integrations to ensure reliable, high-performance customer support operations for our clients in hospitality, retail, and other verticals. This is a hands-on technical role ideal for someone with practical experience in Amazon Connect who can work efficiently on configuration tasks, troubleshooting, and small-to-medium scale enhancements.

Key Responsibilities

  • Configure, update, and maintain Amazon Connect instances, including contact flows, queues, routing profiles, and agent hierarchies.
  • Design and implement IVR (Interactive Voice Response) menus, call routing logic, and automated workflows using AWS Lambda, Lex, and other integrated services.
  • Manage agent profiles, permissions, and real-time monitoring tools within Amazon Connect.
  • Perform system updates, test new features, and ensure compliance with best practices for call quality, security, and performance.
  • Troubleshoot and resolve issues related to call flows, integrations, reporting, and contact center functionality.
  • Collaborate with the internal IT team to document configurations, create standard operating procedures, and support client deployments.
  • Monitor system performance and recommend optimizations to improve customer experience and operational efficiency.
  • Assist with data collection, reporting via Amazon Connect Analytics, and integration with CRM or other business systems as needed.

Qualifications & Requirements

  • Required Experience:
  • 1+ years of hands-on experience configuring and managing Amazon Connect contact centers.
  • Strong understanding of contact flows, queues, routing strategies, and AWS services (Lambda, Lex, S3, CloudWatch, etc.).
  • Familiarity with telephony concepts (IVR, ACD, call recording, real-time monitoring).

  • Technical Skills:
  • Proficiency with AWS console and Amazon Connect administration.
  • Basic scripting or JSON editing skills for contact flow configuration.
  • Ability to work independently on configuration tasks with minimal supervision.

  • Soft Skills:
  • Strong attention to detail and problem-solving skills.
  • Excellent communication and documentation abilities.
  • Professional demeanor suitable for client-facing support environments.

  • Preferred:
  • AWS certification (e.g., AWS Certified Cloud Practitioner or Solutions Architect Associate).
  • Experience in help desk, call center operations, or hospitality/retail IT environments.
  • Knowledge of Aruba networking or other systems used by Peacey Systems (a plus).

What We Offer

  • Great wage! (prove us wrong!)
  • Flexible scheduling to accommodate project-based work.
  • Opportunity to work with modern cloud contact center technology.
  • Potential for additional hours or projects as our Amazon Connect usage grows.
  • Supportive, growing IT services company environment.

How to Apply

Resume and direct personal email required with application (or send email to job_amcon@peacey.us Pay: Php40,000.00 - Php90,000.00 per hour

Benefits

  • Work from home
Application Question(s):
    1. Is your spoken English above the C2 level?
    1. How much experience do you have configuring Amazon Connect for call centers?
    1. How many Amazon Connect call center sites have you worked with?
    1. On a scale of 1 to 10, how much knowledge do you have regarding call queues and routing in Amazon Connect?
    1. Do you have experience with Broadworks / Broadsoft?
    1. On a scale of 1 to 10, how good are you at SIP ladder traces?
    1. On a scale of 1 to 10, how good are you at studying PCAPS to determine the cause of a call problem?
    1. On a scale of 1 to 10, how good are you with Wireshark (or alternative - please specify which alternative)?
    1. How many years experience, and at what level, do you have with Wireshark (or alternative - please specify)?
Work Location: Remote
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