Job Details

Job Description - Contact Center Engineer, AWS Connect (241704213)

Job Title: Contact Center Engineer, Amazon Connect / AWS Engineer

Location: Houston, TX or Mississauga, ON

Just Energy and its subsidiaries are an equal opportunity employer. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, inclusive, accessible, merit-based, respectful, and equitable workplace. We invite all interested individuals to apply.

Who is Just Energy?

Just Energy is a retail energy provider specializing in electricity and natural gas commodities and bringing energy efficient solutions and renewable energy options to customers. Currently operating in the United States and Canada, Just Energy serves residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and Good Bundle. Learn more at: www.justenergy.com.

Job Summary:

This position is responsible for ensuring optimal support and maintenance of all call center systems. The role requires strong proficiency in Python to design, develop, and maintain customer contact center solutions using AWS services, focusing on custom integrations and functionalities within the Amazon Connect platform using Python-based AWS Lambda functions.

Responsibilities:

1. Contact Flow Design and Development:
   • Amazon Connect administration and support.
   • Configuration of omnichannel contact center, teams, services, and skills.
   • Review, analyze, modify, and create call flows, queues, skills, routing profiles, and prompts, on an iterative basis.
   • Coordinate with telephony manager and system architects on call flow parameters, design, and testing requirements.
2. AWS Lambda Development:
   • Develop serverless Python functions to handle real-time customer interaction logic, including data retrieval, calculations, and dynamic content generation.
   • Design and implement efficient Lambda functions for data processing, integrations, and custom agent features.
3. System Integration:
   • Collaborate with cross-functional teams to integrate Amazon Connect with other AWS services like DynamoDB, SQS, and Lex for advanced features like chatbots and data analysis.
   • Utilize Python libraries to seamlessly connect to external APIs and databases.
4. Monitoring and Optimization:
   • Monitor contact center performance metrics, identify bottlenecks, and optimize Amazon Connect configurations and Lambda functions for scalability and efficiency.
   • Implement logging and error handling mechanisms within Python code to facilitate troubleshooting.
5. Documentation and Collaboration:
   • Create detailed technical documentation for contact flows, Lambda functions, and system integrations.
   • Collaborate with business stakeholders to understand requirements and translate them into effective Amazon Connect solutions.

Requirements:

• Strong proficiency in Python programming with a deep understanding of object-oriented principles and best practices.
• Experience in AWS Lambda development and deployment.
• In-depth knowledge of Amazon Connect features, including contact flows, routing profiles, queues, and integrations.
• Familiarity with AWS services like DynamoDB, SQS, and API Gateway.
• Experience with RESTful APIs and data serialization formats (JSON, XML).
• Proficient knowledge of AWS services such as Amazon Connect, Lambda, S3, Athena, Kinesis.
• Working knowledge of Microsoft Teams, Salesforce, VS Code, DevOps.
• Experience writing, developing, and troubleshooting code with ability to learn new languages as needed (e.g., Python, Java, C#, .NET, Node.js).
• Familiarity and working experience with source control (Git and Azure DevOps).
• High school diploma required.

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides several cost-free self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We offer:

• Competitive compensation and incentives.
• Company paid L&D for employees plus Short-term disability.
• Personal and Career development resources with “growth” opportunity.
• Health and wellbeing tools and resources and more.