Engineering Manager - Amazon Connect
US-CO-Englewood
Attract-careers1
Req #: 94468
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. We are seeking an experienced IT Manager III to lead a high-performing development team focused on the design, implementation, and optimization of Amazon Connect across all communication channels (voice, chat, email, tasks, and third-party integrations). This role requires a hands-on technical leader with strong people leadership skills who can manage delivery roadmaps, provide architectural direction, foster a collaborative team culture, and ensure scalable, secure, and high-availability solutions using AWS services and related technologies. In addition to leading the core development team, this role will also manage and support cross-functional support roles engaged in maintaining and evolving the platform in production environments. Key Responsibilities: * Lead, mentor, and develop engineers and support staff through coaching, feedback, career planning, and fostering an inclusive, high-performance culture * Manage team workload, priorities, and deliverables while supporting well-being, communication, and collaboration across departments * Oversee the full SDLC and manage production support, incident response, and continuous improvement processes * Define and enforce architectural standards and best practices for Amazon Connect, including integrations, contact flows, and performance optimization * Collaborate with stakeholders and vendors to deliver strategic priorities while ensuring compliance with security, regulatory, and governance requirements * Drive operational excellence by monitoring performance, implementing automation, maintaining SLAs, and staying current with AWS features and industry trends Qualifications: Education and Experience: * Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred) * 7+ years of IT experience, including 3+ years managing development or engineering teams Skills and Qualifications: * Understanding of IVR and call-routing technologies * Proven experience delivering solutions such as Amazon Connect and the broader AWS ecosystem * Excellent interpersonal, leadership, communication, and organizational skills * Demonstrated experience in people management, team building, coaching, and performance management * Strong understanding of omnichannel customer engagement and contact center technologies * Proficiency in development using languages such as Python, Node.js, or JavaScript * Experience with AWS Lambda, Lex, Kinesis, Step Functions, and API Gateway * Familiarity with CI/CD pipelines, DevOps practices, and Infrastructure as Code (IaC) tools like CloudFormation or Terraform * AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer, or AWS Certified DevOps Engineer) preferred * Experience integrating with third-party CRMs or case management systems preferred * Background in Agile/Scrum methodologies preferred * Knowledge of compliance frameworks (e.g., SOC2, ISO 27001) preferred Visa sponsorship not available for this role
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