Role Summary: We are looking for an AWS Connect Engineer who can both design and operate the Amazon Connect contact center and build the reporting and analytics that leadership relies on. The ideal candidate is equally comfortable building IVR/contact flows and AI-assisted quality evaluation as they are writing SQL against the analytics data lake and standing up automated daily reports. You will own the Connect platform end-to-end — configuration, routing, integrations, quality, and metrics — for a multi-tower service desk operating across queues such as TSD-L1, TSD-L2, Clinical Service Desk, and Enhanced/C-Suite support. What makes this role different This is not a config-only role. You will also produce the numbers leadership acts on — calls offered/answered, ASA, AHT, service levels, and a defensible true-abandonment figure — using Connect metrics, the analytics data lake, and automated reporting. Strong SQL and AWS reporting skills are as important as Connect configuration. Key Responsibilities A. Amazon Connect – Design & Configuration Contact flows & IVR: design, build, and maintain inbound flows, IVR menus, prompts (S3 / TTS / SSML), hours of operation, holidays, and error handling Routing: configure queues, routing profiles, quick connects, and multi-queue fallback/overflow logic (e.g., mutual fallback between towers) Agent experience: manage security profiles, users, a…