SENIOR APPLICATIONS ENGINEER (AMAZON CONNECT)
WHO WE ARE
Welcome to TELUS Digital https://www.telusdigital.com/— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
LOCATION AND FLEXIBILITY
This is a hybrid role. This model requires the ability to work in a hybrid mode from one of our offices in São Paulo (2 times/ week or 8 days/ month) or Porto Alegre (3 times/ week or 12 days/ month). Our WFN culture is designed to foster in-person innovation, collaboration, and connection with team members local and visiting from other global offices.
The Opportunity
The Sr Amazon Connect Application Engineer is the hands-on technical builder for complex Amazon Connect implementations. Working closely with Solution Architects and Technical Leads, you will be responsible for the actual configuration, scripting, and deployment of Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis.
This role bridges the gap between design and reality, translating technical specifications into functioning, robust, and user-friendly customer experience solutions.
Responsibilities
- System Configuration & Deployment: Execute the end-to-end configuration of Solutions, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings.
- Integration & Development: Build and maintain integrations between Amazon Connect, AWS, and external systems using REST APIs, Webhooks, and middleware.
- Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations. Ensure routing logic handles edge cases effectively.
- Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors.
- Documentation & Knowledge Transfer: Create detailed "as-b