Engineer - Amazon Connect

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

We are seeking a motivated and detail-oriented Amazon Connect Engineer to support the implementation and optimization of Amazon Connect solutions across our contact center ecosystem. In this hands-on role, you will collaborate closely with senior engineers and cross-functional stakeholders to build scalable, efficient, and integrated cloud contact center workflows. The ideal candidate is passionate about cloud technologies, eager to learn, and comfortable working in a dynamic, agile environment.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:
• Support the design and implementation of contact center solutions using Amazon Connect, including IVR workflows, routing strategies, and queue configuration.
• Assist in integrating Amazon Connect with third-party systems such as Salesforce, workforce management tools, ticketing systems, and reporting platforms.
• Collaborate with senior engineers and business teams to translate business needs into technical requirements and functional flows.
• Participate in the development of AWS Lambda functions and basic backend integrations using Python or Node.js to extend contact center functionality.
• Conduct functional and user acceptance testing to validate new features and configurations in the Amazon Connect environment.
• Monitor Amazon Connect environments for performance, reliability, and operational efficiency; troubleshoot and resolve issues under guidance.
• Stay informed on Amazon Connect features and AWS services relevant to cloud contact centers, recommending improvements where appropriate.
• Contribute to documentation and knowledge-sharing initiatives related to Amazon Connect best practices and solutions.

We're Excited if this is You!

Experience and Qualifications of the Role:
• 3+ years of hands-on experience with Amazon Connect or in a related cloud contact center engineering role.
• Experience creating and configuring contact flows, routing profiles, and IVR systems.
• Basic understanding of AWS Lambda and DynamoDB for backend integrations.
• Familiarity with Salesforce Service Cloud or similar CRM platforms.
• Proficiency with at least one programming language (e.g., Python or Node.js).
• Exposure to DevOps practices and tools such as Git, Jenkins, or similar CI/CD tools.
• Solid problem-solving skills and a strong willingness to grow technical and domain expertise.
• Good verbal and written communication skills; ability to work effectively with cross-functional teams.

Preferred Qualifications:
• Experience with additional AWS services relevant to contact centers, such as Lex, Polly, Contact Lens, or S3.
• Understanding of telephony fundamentals (e.g., SIP, WebRTC) and call quality metrics.
• Familiarity with infrastructure-as-code (e.g., CloudFormation or Terraform).
• Experience supporting Amazon Connect integrations or migrations from platforms such as Avaya, Genesys, or Five9.

Computer Skills Needed to Perform the Job:
• Deep expertise in network design, implementation, and management of network infrastructure projects, including Microsoft Active Directory, Azure Entra ID, AWS IAM, IPSEC Tunnel, Cisco routers, switches, SD-WAN, VPN solutions, and Cisco Meraki. This role will involve overseeing network performance, security, and optimizing network services to meet business needs.

Education:
• Bachelor’s degree in computer science, information technology, or equivalent experience.

Certificates, Licenses, Registrations:
• Proficiency in Microsoft O365.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $86,500 - $135,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!
• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Dealing with Ambiguity - Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Creativity - Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Problem Solving - Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process.

Command Skills - Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges

No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.

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