Engineer II, AWS Connect

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Engineer II, AWS Connect will participate in Concentra's strategic initiatives by leveraging cuttingedge technology to improve customer service operations. By developing robust cloud-based contactcenter solutions, this position directly contributes to enhancing customer satisfaction through efficient interaction management. The engineer will lead cross-functional teams in the implementation of innovative solutions that align with organizational goals, ultimately fostering a culture of continuous improvement and operational excellence. Furthermore, this role supports Concentra's commitment to digital transformation by utilizing AWS capabilities to streamline processes and deliver exceptional service outcomes.

• Develops AWS Connect-based contact center solutions, ensuring performance and reliability.
• Support integrations between AWS Connect and Lambda, DynamoDB, API Gateway, S3, SNS, SQS, and other AWS services.
• Create and optimize custom contact flows, real-time analytics, and AI-driven automation to enhance customer experience.
• Collaborate closely with senior engineers, product managers, and business stakeholders to understand technical requirements.
• Participate in code reviews, Agile development processes, and sprint planning.
• Apply security best practices and compliance requirements (PCI-DSS, GDPR, etc.).
• Assist in integrating AWS Connect with CRM systems, third-party APIs, and enterprise applications.
• Ensure automation of deployments and infrastructure provisioning using Terraform are accurate and timely.
• Monitor AWS Connect performance using CloudWatch, logging tools, and real-time insights.
• Troubleshoot and resolve AWS Connect issues to maintain operational integrity and customer satisfaction.

• Education Level: Bachelor’s Degree ; Major: Computer Science or Computer Engineering
• AWS Certification Preferred
• Experience in lieu of required education is acceptable
• Minimum of 6 years of experience in software engineering, with a strong focus on cloud-based development.
• 2+ years of experience working with AWS services, particularly AWS Connect.
• Strong grasp of creating, troubleshooting and updating users/groups/roles/polices in AWS IAM, in regard to connectivity between AWS resources.
• Demonstrated experience in Python, Node.js, . and/or C#, or Java for backend development.
• Experience with VoIP, SIP, WebRTC, and contact center technologies is a plus.
• Hands-on experience with CI/CD pipelines.
• Troubleshooting skills in AWS Connect are critical for ensuring seamless communication solutions that enhance customer service operations, directly impacting Concentra's ability to deliver high-quality healthcare services efficiently. 

Job Related Skills/Competencies

• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
• Excellent analytical and problem-solving skills are essential.
• Must possess a personal sense of urgency.
• Ability to effectively multi-task and adapt to changing business priorities.
• Superior customer service skills.
• Excellent time management and organizational skills are required.
• Exacting attention to detail.