Engineer II, AWS Connect

Overview Concentra is recognized as the nation's leading occupational health care company. With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees. The Engineer II, AWS Connect will participate in Concentra's strategic initiatives by leveraging cuttingedge technology to improve customer service operations. By developing robust cloud-based contactcenter solutions, this position directly contributes to enhancing customer satisfaction through efficient interaction management. The engineer will lead cross-functional teams in the implementation of innovative solutions that align with organizational goals, ultimately fostering a culture of continuous improvement and operational excellence. Furthermore, this role supports Concentra's commitment to digital transformation by utilizing AWS capabilities to streamline processes and deliver exceptional service outcomes. Responsibilities Develops AWS Connect-based contact center solutions, ensuring performance and reliability. Support integrations between AWS Connect and Lambda, DynamoDB, API Gateway, S3, SNS, SQS, and other AWS services. Create and optimize custom contact flows, real-time analytics, and AI-driven automation to enhance customer experience. Collaborate closely with senior engineers, product managers, and business stakeholders to understand technical requirements. Participate in code reviews, Agile development processes, and sprint planning. Apply security best practices and compliance requirements (PCI-DSS, GDPR, etc.). Assist in integrating AWS Connect with CRM systems, third-party APIs, and enterprise applications. Ensure automation of deployments and infrastructure provisioning using Terraform are accurate and timely. Monitor AWS Connect performance using CloudWatch, logging tools, and real-time insights. Troubleshoot and resolve AWS Connect issues to maintain operational integrity and customer satisfaction.

Qualifications Education Level:

Bachelor's Degree ;

Major:

Computer Science or Computer Engineering AWS Certification Preferred Experience in lieu of required education is acceptable Minimum of 6 years of experience in software engineering, with a strong focus on cloud-based development. 2+ years of experience working with AWS services, particularly AWS Connect. Strong grasp of creating, troubleshooting and updating users/groups/roles/polices in AWS IAM, in regard to connectivity between AWS resources. Demonstrated experience in Python, Node.js, . and/or C#, or Java for backend development. Experience with VoIP, SIP, WebRTC, and contact center technologies is a plus. Hands-on experience with CI/CD pipelines. Troubleshooting skills in AWS Connect are critical for ensuring seamless communication solutions that enhance customer service operations, directly impacting Concentra's ability to deliver high-quality healthcare services efficiently. Job Related Skills/Competencies Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner. Excellent analytical and problem-solving skills are essential. Must possess a personal sense of urgency. Ability to effectively multi-task and adapt to changing business priorities. Superior customer service skills. Excellent time management and organizational skills are required. Exacting attention to detail. Additional Data Employee Benefits 401(k) Retirement Plan with Employer Match Medical, Vision, Prescription, Telehealth, & Dental Plans Life & Disability Insurance Paid Time Off Colleague Referral Bonus Program Tuition Reimbursement Commuter Benefits Dependent Care Spending Account Employee Discounts We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required. •This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management• Concentra is an Equal Opportunity Employer, including disability/veterans Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.