The Role

The AWS Connect Engineer will design, build, and support Amazon Connect contact center environments on AWS. Key duties include standing up Connect instances, building contact flows and IVR, integrating telephony and case data, and applying AI/ML services — Amazon Lex, Amazon Bedrock, Transcribe, and Contact Lens — to deflect routine calls, assist agents in real time, and turn call data into something supervisors can act on. You will work alongside the cloud migration and platform teams to move legacy contact center workloads onto Amazon Connect without dropping calls or service quality.

Key Responsibilities

Contact Center Design & Build-out

• Stand up and configure Amazon Connect instances, routing profiles, queues, hours of operation, and quick connects
• Build and version contact flows, IVR menus, prompts, and whisper/hold experiences
• Define agent hierarchies, security profiles, and least-privilege permission sets
• Configure IAM roles, KMS keys, and S3 buckets for recordings, transcripts, and exported data
• Migrate existing contact flows, prompts, and routing logic from legacy platforms

Telephony & Integration

• Claim and port DIDs and toll-free numbers; coordinate carrier and porting timelines
• Configure SIP trunking and Direct Connect / VPN paths for hybrid telephony
• Integrate Amazon Connect with CRM, ticketing, and case management systems using the Streams API and CTI adapters
• Build Lambda functions for screen pop, data dips, and customer lookups
• Validate call quality, latency, and failover behavior before each cutover

AI/ML & Self-Service

• Design Amazon Lex bots for intent capture, authentication, and call deflection
• Build generative AI self-service and agent-assist experiences with Amazon Bedrock and Amazon Q in Connect
• Implement retrieval-augmented generation (RAG) over knowledge bases for real-time agent recommendations
• Implement Contact Lens for call and chat analytics, sentiment, and rule-based alerting
• Apply Amazon Transcribe, Comprehend, and Polly for transcription, PII redaction, entity extraction, and speech synthesis
• Tune intents, prompts, and guardrails against real call transcripts to raise containment and reduce misroutes
• Automate provisioning of Connect and AI resources with CloudFormation or Terraform
• Configure Amazon Connect Tasks, chat, and callback experiences
• Tune routing and estimated wait time logic based on real call volume

Reporting, Support & Governance

• Build real-time and historical dashboards for supervisors using Connect metrics, Kinesis streams, and Amazon QuickSight
• Measure bot containment, deflection, and summarization quality; report on model performance over time
• Support go-live events, monitor call flow health, and resolve production issues
• Document contact flow logic, integration points, and runbooks for the operations team
• Participate in readiness reviews and Go/No-Go gates for each cutover
• Maintain tagging standards: Org:HSTF, Env:[prod/dev/uat], Application:[name], Use:[function]

Skills

• Amazon Connect – instance setup, contact flows, routing profiles, queues, agent experience
• Amazon Lex – intent design, slot types, fulfillment, bot versioning and aliases
• AI/ML on AWS – Amazon Bedrock, Amazon Q in Connect, Transcribe, Comprehend, Polly
• Conversational AI – prompt design, retrieval-augmented generation (RAG), guardrails, intent tuning, containment metrics
• AWS Lambda – Node.js or Python functions for data dips, integrations, and flow logic
• Contact center telephony – SIP, DID and toll-free porting, call quality troubleshooting
• Integration – Amazon Connect Streams API, CTI adapters, REST integrations with CRM and case systems
• Analytics – Contact Lens, Kinesis Data Streams/Firehose, Amazon QuickSight dashboards
• Infrastructure as code – CloudFormation or Terraform for repeatable Connect deployments
• Networking – VPC design, security groups, Route 53, Direct Connect
• AWS security & governance – KMS encryption, PrivateLink, CloudTrail logging, least-privilege IAM

Nice to Have

• Migration experience from Avaya, Cisco UCCE/UCCX, or Genesys to Amazon Connect
• Experience evaluating and tuning LLM output quality for customer-facing use (guardrails, hallucination testing)
• AWS Certified Advanced Networking or Amazon Connect specialty experience
• Experience with Section 508 accessibility requirements for agent and customer interfaces

About SYOS

At SYOS we believe that there is no “one size fits all” when it comes to building a quality solution. We bring industry experts across multiple verticals to each engagement, and set an expectation of quality service and support throughout the entire project lifecycle. SYOS provides decades of industry knowledge in developing, implementing, and securing IT environments for both U.S. government and commercial organizations.

SYOS is an equal opportunity employer.

The Role

The AWS DevOps Engineer will build and maintain the automation behind production workloads on AWS, including the generative AI platform built on Amazon Bedrock. Key duties include writing infrastructure as code, building and hardening CI/CD pipelines, running container and compute platforms, deploying and monitoring Bedrock models and retrieval pipelines, and automating the guardrails that keep accounts consistent. You will work with the migration and application teams to turn one-off builds into repeatable, reviewable deployments.

Key Responsibilities: 

Infrastructure as Code

• Write and maintain Terraform and CloudFormation modules for VPCs, compute, storage, and data services
• Build reusable, versioned modules with input validation and sensible defaults
• Manage state, workspaces, and drift detection across dev, UAT, and production accounts
• Configure IAM roles, policies, permission boundaries, and service control policies
• Codify account baselines: logging, encryption, backup, and network guardrails

CI/CD Pipelines

• Build deployment pipelines with AWS CodePipeline, CodeBuild, GitLab CI, or GitHub Actions
• Automate build, test, static analysis, and artifact promotion across environments
• Implement approval gates, rollback paths, and blue/green or canary deployment strategies
• Manage secrets with AWS Secrets Manager and Parameter Store — no credentials in code
• Scan images and dependencies for vulnerabilities as part of the pipeline

Compute, Containers & Reliability

• Deploy and operate workloads on ECS, EKS, and EC2 Auto Scaling groups
• Build and maintain hardened AMIs and container base images to a CIS benchmark
• Instrument monitoring, logging, and alerting with CloudWatch, EventBridge, and centralized log aggregation
• Define SLOs, alert thresholds, and on-call runbooks for the platform
• Automate patching, backup, and recovery testing

Generative AI Platform (Amazon Bedrock)

• Provision Amazon Bedrock model access, guardrails, and invocation logging through infrastructure as code
• Deploy and version Bedrock knowledge bases, agents, and prompt templates through the pipeline
• Build retrieval pipelines — embedding jobs, vector stores, and data sync from source systems
• Monitor token usage, latency, and cost per model; set budgets, alarms, and throttling limits
• Enforce least-privilege IAM, VPC endpoints, and KMS encryption for model and training data access

Security & Documentation

• Automate compliance checks with AWS Config, Security Hub, GuardDuty, and Systems Manager
• Remediate findings and track drift from the account baseline
• Contribute to Well-Architected Reviews and architecture decision records
• Document pipelines, module interfaces, and operational runbooks
• Maintain tagging standards: Org:HSTF, Env:[prod/dev/uat], Application:[name], Use:[function]

Skills

• Terraform – modules, state management, workspaces, provider versioning
• AWS CloudFormation – nested stacks, StackSets, change sets
• CI/CD – AWS CodePipeline/CodeBuild, GitLab CI, GitHub Actions, or Jenkins
• Amazon Bedrock – model access, guardrails, knowledge bases, agents, invocation logging
• Generative AI operations – prompt and model versioning, evaluation, token cost and latency monitoring
• Containers – Docker, Amazon ECS, Amazon EKS, ECR image lifecycle
• Scripting – Python, Bash, and PowerShell for automation and tooling
• Configuration management – AWS Systems Manager, Ansible, or equivalent
• Observability – CloudWatch metrics, logs and alarms, EventBridge, centralized logging
• Linux (RHEL 9 / CentOS) and Windows Server administration
• Networking – VPC design, security groups, NACLs, Route 53, PrivateLink, Direct Connect
• AWS security & governance – KMS encryption, PrivateLink, CloudTrail logging, least-privilege IAM

Nice to Have

• AWS Certified DevOps Engineer – Professional or Solutions Architect – Professional
• Experience running retrieval-augmented generation (RAG) pipelines in production — vector stores, embeddings, retrieval evaluation
• Experience automating OS hardening and vulnerability scanning (CIS benchmarks)
• Kubernetes operations experience at scale (EKS upgrades, add-ons, autoscaling)

About SYOS

At SYOS we believe that there is no “one size fits all” when it comes to building a quality solution. We bring industry experts across multiple verticals to each engagement, and set an expectation of quality service and support throughout the entire project lifecycle. SYOS provides decades of industry knowledge in developing, implementing, and securing IT environments for both U.S. government and commercial organizations.

SYOS is an equal opportunity employer.

The Role

The Cloud Migration Engineer will be responsible for migrating on-premises servers to AWS. Key duties include building the migration platform, configuring replication agents, executing wave-based cutovers (test and prod), validating EC2 targets, and decommissioning source infrastructure.

Key Responsibilities

Migration Assessment & Platform Build-out

• Conduct application dependency mapping and migration readiness assessment
• Configure IAM roles, policies, and permission boundaries for compute and administrative resources
• Define the migration wave plan and resource placement strategy
• Deploy and configure AWS Application Migration Service (MGN) replication infrastructure
• Install and configure MGN replication agents on source servers
• Migrate and deploy EC2 instances for hard-to-containerize applications

Data Migration (AWS Application Migration Service – MGN)

• Install and configure MGN replication agents on source Windows and Linux servers
• Configure replication settings (dedicated replication servers, staging subnets, encryption)
• Execute test cutovers and validate server functionality in the target VPC
• Perform post-migration validation, application testing, and DNS cutover per wave
• Decommission source infrastructure after the parallel operation period

Disaster Recovery Implementation (AWS DRS)

• Install and configure DRS replication agents on source servers
• Establish pilot-light DR configuration with continuous block-level replication to AWS
• Configure launch templates, recovery instances, and failover networking
• Develop and validate DR runbooks with RTO/RPO targets
• Execute DR failover/failback testing and validation

Documentation & Governance

▪ Participate in per-wave readiness reviews and Go/No-Go gates

▪ Document migration decisions, issues, and workarounds

▪ Contribute to Well-Architected Reviews per wave

▪ Maintain tagging standards: Org:HSTF, Env:[prod/dev/uat], Application:[name], Use:[function]

Skills

• AWS Application Migration Service (MGN) – agent deployment, replication configuration, test/production cutovers
• AWS Elastic Disaster Recovery (DRS) – pilot-light replication, launch templates, failover/failback testing
• Amazon EC2 – instance right-sizing, launch templates, AMIs, target VPC placement
• Migration wave planning – dependency mapping, readiness assessment, cutover sequencing
• Windows Server 2016/2019/2022 – AD, Group Policy, DNS, DHCP, file shares, RDS
• Linux (RHEL 9 / CentOS) – services, networking, storage, log management
• Networking – VPC design, security groups, NACLs, Route 53 Resolver, Direct Connect
• AWS security & governance – KMS encryption, PrivateLink, CloudTrail logging, least-privilege IAM

Nice to Have

• Experience migrating .NET applications (e.g., Fusion Roster)
• Oracle and SQL Server host migration experience

About SYOS

At SYOS we believe that there is no “one size fits all” when it comes to building a quality solution. We bring industry experts across multiple verticals to each engagement, and set an expectation of quality service and support throughout the entire project lifecycle. SYOS provides decades of industry knowledge in developing, implementing, and securing IT environments for both U.S. government and commercial organizations.

SYOS is an equal opportunity employer.