Amazon Connect, Senior Applications Engineer

Senior Applications Engineer Who We Are 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. With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location and Flexibility This is a hybrid role. This model requires the ability to work in a hybrid mode from one of our offices in São Paulo (2 times/ week or 8 days/ month) or Porto Alegre (3 times/ week or 12 days/ month). Our WFN culture is designed to foster in-person innovation, collaboration, and connection with team members local and visiting from other global offices. The Opportunity We are looking for a Backend Engineer with strong AWS experience to join our team as an Application Engineer. You will work on implementing cloud-based contact center solutions using Amazon Connect and related AWS services. Your expertise in AWS Lambda will be essential, you'll develop Lambda functions to automate business logic, integrate systems, and power the intelligence behind our contact center workflows. While you may not have direct Amazon Connect experience, your solid foundation in backend development, Lambda, API integrations, and AWS will allow you to quickly master this technology. RESPONSIBILITIES - System Configuration & Deployment: Execute the end-to-end configuration of solutions based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings. - Integration & Development: Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware. - AWS Lambda Development: Develop, test, and optimize Lambda functions that power contact center automation and integrations. - Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers and Automations. Ensure routing logic handles edge cases effectively. - Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineers to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors. - Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client's operations team by providing technical walkthroughs of the implemented solution. - Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments. REQUIRED QUALIFICATIONS - Bachelor's degree in Computer Science, Engineering, or equivalent practical experience - 5+ years of backend development or cloud engineering experience - English fluency (required for international team collaboration) - Strong hands-on experience with AWS Lambda (this is critical) - Proven experience integrating APIs and external systems - Proficiency in at least one programming language: Python, Node.js, or Java - Ability to read and debug code in production environments - Strong problem-solving skills and analytical thinking TECHNICAL SKILLS - AWS Lambda: Designing, developing, and optimizing functions - API Integration: REST APIs, webhooks, error handling - Databases: Experience with DynamoDB or similar NoSQL databases - Monitoring & Debugging: CloudWatch logs, troubleshooting - Data Formats: JSON, XML (for API integration) - Version Control: Git or similar NICE TO HAVE - Experience with AWS services (S3, DynamoDB, API Gateway, SNS/SQS) - Experience with contact center platforms (any platform) - Experience with Lex, Polly, or other AWS AI services - Knowledge of event-driven architecture - Experience with CI/CD pipelines Equal Opportunity Employer At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. 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