Sr Consultant, Amazon connect

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Team Overview

This position is a critical backfill for an experienced Amazon Connect engineering role supporting business-critical customer service operations. The resource will be responsible for maintaining and enhancing the Amazon Connect platform implementing new capabilities resolving complex technical issues and ensuring high availability of contact center services. Given the specialized skill set required and the impact on customer and business operations a senior-level professional with approximately 12 years of experience is required. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview And Core Responsibilities

Amazon Connect Engineer (8 Years Experience)

Role Summary
The Amazon Connect Engineer will be responsible for designing developing implementing and supporting cloud-based contact center solutions using Amazon Connect and related AWS services. The role involves driving customer experience transformation optimizing contact center operations integrating enterprise applications and ensuring platform reliability security and scalability.

Core Responsibilities

• Design develop and maintain Amazon Connect contact center solutions.
• Build and enhance IVR workflows contact flows call routing strategies and self-service capabilities.
• Integrate Amazon Connect with AWS services such as Lambda Lex DynamoDB S3 Kinesis CloudWatch and API Gateway.
• Integrate contact center platforms with CRM systems ticketing tools workforce management and other enterprise applications.
• Configure and manage voice chat task management and omnichannel customer engagement capabilities.
• Monitor platform performance troubleshoot complex production issues and ensure high availability of services.
• Implement security compliance and governance controls aligned with organizational standards.
• Develop dashboards reports and analytics to improve customer experience and operational efficiency.
• Lead platform modernization initiatives and recommend best practices for scalability and cost optimization.
• Collaborate with business stakeholders architects vendors and cross-functional teams to deliver new capabilities.
• Provide technical leadership mentoring and guidance to junior engineers and support teams.
• Participate in solution architecture reviews capacity planning disaster recovery and release management activities

Required Knowledge And Experiences

Key Skills Required

• Amazon Connect
• AWS Lambda Lex DynamoDB API Gateway CloudWatch
• Contact Flow Design & IVR Development
• CRM Integration (Salesforce ServiceNow etc.)
• REST APIs and Microservices
• Python or Java
• Contact Center Operations & Analytics
• CI/CD and Cloud DevOps Practices
• AWS Security & Compliance

TransUnion Overview:

At TransUnion we encourage and are committed to creating a real positive impact and shared sense of purpose within our Workforce for Good which empowers our people to grow innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the drivers seat of their professional development while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; thats why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good youll work with great people pioneering products and cutting-edge technology.

TransUnion Job Title

Sr Consultant Applications Development