AWS - Cloud Engineer

IND Lead Software Engineer - GCC026
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AWS - Cloud Engineer

Customer Experience Platform Engineering

Role Summary

We are seeking an AWS Cloud Engineer to design, build, integrate, and support cloud-native customer experience capabilities within an Amazon Connect-powered contact center ecosystem. This role uses AWS services, APIs, serverless computing, event-driven architecture, and Infrastructure as Code to extend Amazon Connect and deliver seamless experiences across voice, chat, email, messaging, self-service, agent workflows, analytics, and enterprise systems. The ideal candidate combines hands-on AWS engineering expertise with experience in contact center technologies, customer journey design, and the operational needs of a large-scale customer experience platform. We operate with an AI-first engineering mindset and expect engineers to use AI-assisted practices responsibly to improve speed, quality, and innovation.

Technical Skills Framework

Primary skills are the tools and capabilities used by the team to perform the role. Each definition describes the core skill and its application within the Amazon Connect contact center ecosystem. Comparable skillsets represent adjacent experience that may transfer and accelerate onboarding, but are not technically aligned to the team's current way of working.

Primary Skills

Skill

Definition

Comparable skillset

Lambda

Build scalable serverless applications, APIs, routing extensions, workflow services, and event-driven integrations that enhance Amazon Connect and support customer and agent experiences.

Azure Functions; Google Cloud Functions

TypeScript

Develop maintainable, strongly typed services and integrations that support customer journeys, contact center workflows, and enterprise connectivity.

Python; JavaScript

AWS Services

Engineer cloud-native capabilities using S3, DynamoDB, KMS, EventBridge, IAM, SQS, SNS, Secrets Manager, CloudWatch, and related services to support interaction processing, notifications, orchestration, analytics, and secure integration with Amazon Connect.

Comparable Azure or Google Cloud services

CDK

Implement Infrastructure as Code using AWS CDK to automate consistent, secure deployment and management of Amazon Connect supporting services and customer experience capabilities.

CloudFormation; Terraform

API Gateway

Design, secure, and manage REST and HTTP APIs that connect Amazon Connect, agent experiences, enterprise systems, and third-party contact center technologies.

APIGEE; APIC

Secondary Skills

Skill

Definition

Comparable skillset

Flows

Understand Amazon Connect contact flow design, customer journeys, routing strategies, integration points, and troubleshooting so cloud services work effectively within end-to-end contact center experiences.

Genesys Architect; NICE Studio; Five9 Studio; Cisco CVP

Connect Desktop

Understand Amazon Connect agent desktop configuration, routing profiles, agent workflows, and operational processes so cloud-native capabilities integrate seamlessly into the agent experience.

Genesys Cloud administration; NICE CXone administration; Five9 administration

Key Responsibilities

Customer Experience Platform Engineering

• Design and develop cloud-native capabilities that extend Amazon Connect functionality and improve customer and agent experiences.

• Build services that enable customer self-service, routing enhancements, agent productivity, interaction processing, workflow orchestration, notifications, authentication, analytics, and experience optimization.

• Partner with Connect Engineers, Product Owners, architects, and business stakeholders to implement end-to-end customer journeys using Amazon Connect and supporting AWS services.

• Translate contact center and customer experience needs into scalable, reusable, and supportable technical capabilities.

• Develop APIs, event-driven services, and integration patterns that connect Amazon Connect with enterprise systems and third-party contact center technologies.

• Build integrations supporting voice, chat, email, messaging, customer authentication, outbound communications, workforce processes, analytics, and customer engagement capabilities.

• Integrate contact center workflows with customer, policy, claims, knowledge, workforce, communication, reporting, and other enterprise platforms.

• Contribute to migration and modernization initiatives that improve customer experience, operational efficiency, and platform scalability.

• Design, develop, test, and support serverless applications, APIs, microservices, and reusable platform services using Lambda, TypeScript, and related AWS technologies.

• Use event-driven and asynchronous patterns to process contact events, coordinate workflows, and decouple Amazon Connect from downstream systems.

• Design for resilience, scalability, performance, recoverability, security, and cost efficiency across the customer interaction lifecycle.

• Implement Amazon Connect supporting infrastructure and AWS services using CDK and repeatable deployment patterns.

• Build and maintain CI/CD automation, testing, quality gates, security scanning, and environment promotion processes.

• Apply least-privilege access, encryption, secrets management, logging, monitoring, and enterprise cloud governance standards.

• Design, secure, version, document, and operate APIs used by contact flows, agent applications, customer channels, and enterprise systems.

• Apply authentication, authorization, throttling, error handling, observability, and governance standards.

• Evaluate integration alternatives and document architectural decisions and tradeoffs based on customer experience, operational, and technical requirements.

• Monitor production services and end-to-end contact center integrations, respond to incidents, and restore customer and agent capabilities.

• Use telemetry to identify customer journey failures, integration issues, performance constraints, and improvement opportunities.

• Perform root cause analysis and implement preventative improvements that increase reliability, recoverability, and operational supportability.

• Optimize cloud consumption while protecting customer experience, platform performance, and service resilience.

• Use AI-assisted engineering tools to accelerate coding, testing, troubleshooting, documentation, and knowledge sharing.

• Validate AI-generated outputs for accuracy, security, performance, maintainability, and compliance.

• Identify opportunities to apply AI and automation to routing, self-service, agent support, analytics, and engineering productivity.

• Collaborate with Product Owners, Connect Engineers, architects, analysts, and Agile team members to refine requirements and user stories.

• Participate in planning, stand-ups, refinement, retrospectives, and demonstrations.

• Deliver working, production-ready customer experience capabilities aligned with sprint and program commitments.

• Use customer feedback, operational insights, and platform telemetry to continuously improve solutions.

• Develop and maintain automated unit, integration, contract, and regression tests appropriate to contact center services and integrations.

• Participate in code and design reviews and follow established engineering standards.

• Apply secure coding, privacy, data protection, cloud security, and enterprise compliance requirements throughout the solution lifecycle.

• Demonstrate end-to-end ownership from design through production support and continuous improvement.

• Hands-on experience building cloud-native applications, integrations, or platform services using AWS.

• Experience with contact center technologies or customer experience platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Five9, Cisco, or comparable platforms.

• Experience integrating contact center channels, routing, agent workflows, customer self-service, or interaction data with enterprise applications and services.

• Experience with Lambda, TypeScript or a comparable development language, API design, event-driven architecture, and Infrastructure as Code.

• Experience supporting production services through monitoring, troubleshooting, incident response, and root cause analysis.

• Strong analytical, systems-thinking, and problem-solving skills

• Ability to understand customer journeys and translate contact center needs into cloud-native solutions

• Clear communication and effective collaboration across product, operations, architecture, Connect engineering, and enterprise technology teams

• Ability to work effectively in a fast-paced Agile environment

• End-to-end ownership from design through production support and continuous improvement

• Direct experience integrating AWS services with Amazon Connect

• Experience building capabilities for voice, chat, email, messaging, self-service, agent desktop, workforce, or conversation analytics use cases

• Experience with contact center migration or large-scale customer experience platform transformation

• Experience with event-driven architectures and asynchronous integration patterns

• Experience with Jenkins, AWS CodePipeline, CodeBuild, CodeDeploy, CloudWatch, Splunk, or comparable delivery and observability platforms

• AWS Developer, Solutions Architect, or relevant Amazon Connect certification

• Delivers cloud-native capabilities that measurably improve customer and agent experiences.

• Builds scalable, secure, and resilient integrations that extend Amazon Connect.

• Demonstrates understanding of customer journeys, contact center operations, and the consequences of service failures.

• Creates reusable AWS services and patterns that accelerate delivery across the Customer Experience Platform.

• Balances customer experience, delivery speed, operational reliability, security, cost, and long-term architectural integrity.

• Uses AI-assisted engineering practices responsibly to improve productivity, quality, and innovation.

• Creates momentum by sharing knowledge, challenging assumptions, and partnering across Connect, cloud, product, and operations teams.

For more than 211 years, The Hartford has provided people and businesses with the support and protection they need to pursue their unique ambitions, seize opportunity and prevail through unexpected challenges. We view underwriting human achievement to be at the heart of what we do, aiming to build resilience in our communities, empower personal and business success for our customers and create a culture where our employees can thrive.