Amazon Connect Implementation & Support Engineer

About The Lisinski Law Firm

Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and “Changing as Many Lives as Possible.”

About the Role

We are seeking a hands-on Amazon Connect Implementation and Support Engineer to assist with the configuration of development and production Amazon Connect environments. The professional will work with an internal team and existing implementation partners, executing defined technical requirements and supporting the integration with Salesforce as the organization transitions from RingCentral.

This is initially a three-month, full-time contract with an immediate start. The resource must be available Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. Occasional after-hours support may be required for critical issues.

Your Key Contributions

• Implement Amazon Connect configurations in development and production environments based on defined requirements and implementation steps.
• Configure and maintain contact flows, queues, routing profiles, operating hours, prompts, callbacks and related Amazon Connect components.
• Assist with the Amazon Connect integration with Salesforce.
• Support the transition from RingCentral to Amazon Connect.
• Investigate and resolve Tier 2/3 Amazon Connect and VoIP-related issues.
• Perform configuration, functional and integration testing and support user acceptance testing.
• Troubleshoot call-flow, routing, integration and telephony issues using available logs and monitoring tools.
• Support production deployment, stabilization and, when necessary, critical after-hours incidents.
• Document configurations, technical changes, troubleshooting procedures and implementation results.
• Collaborate with the internal team, Salesforce and RingCentral specialists, and existing implementation partners.

What Makes You a Great Fit

• Hands-on experience implementing and supporting Amazon Connect.
• Experience configuring contact flows, queues, routing profiles and other core Amazon Connect components.
• Ability to independently investigate and resolve Tier 2/3 Amazon Connect and VoIP-related issues.
• Knowledge of contact-center and telephony concepts, including IVR, call routing, queues, transfers, callbacks and call recording.
• Experience supporting development, testing and production environments.
• Familiarity with AWS monitoring and troubleshooting, including CloudWatch logs and metrics.
• Strong written and verbal communication skills in English.
• Availability to work Eastern Time business hours.
• Experience integrating Amazon Connect with Salesforce, including Service Cloud Voice, CTI Adapter or related technologies.
• Experience with RingCentral or migrations from legacy/contact-center platforms to Amazon Connect.
• Knowledge of AWS Lambda, APIs, JSON and serverless AWS services.
• Experience with Contact Lens, Customer Profiles, Amazon Lex or other Amazon Connect capabilities.
• Familiarity with IAM, security controls and handling sensitive customer information.
• Experience supporting large contact-center environments.

Work Schedule

• Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time.

Equipment Requirements

For PC Users:

• A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years)
• Windows 11 (kept up to date)

For Mac Users:

• A modern processor (Apple M1 chip or a recent Intel Core i5)
• A recent macOS (Ventura or newer)

For Everyone:

• At least 8 GB of memory (RAM) to run applications smoothly
• A fast hard drive with sufficient available storage

Our Firm

At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve.

Our Values

At Lisinski Law Firm, we are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care.