If you’re looking for a high-energy, inclusive atmosphere and a company that understands the importance of work/life balance, Commonwealth is your match! From generous bonus and 401(k) programs to tuition reimbursement and flexible work schedules, Commonwealth is focused on helping its employees thrive in an environment suited to their needs. On top of all that, the Technology department offers a hybrid work schedule, so you’ll be able to work from home for part of the week!

We’re looking for a telecommunications engineer to join our ranks. The Amazon Connect Support Engineer will be responsible for supporting, enhancing, and maintaining the organization’s Amazon Connect contact center platform. This role will handle day-to-day operational support, troubleshoot incidents, implement minor-to-medium enhancements, and work closely with cross-functional teams to deploy new features. The position requires hands-on experience with Amazon Connect configurations, integrations, and AWS cloud, as well as strong programming skills to ensure continuous improvement of the contact center experience.

Key Responsibilities

• Provide daily support for Amazon Connect, including user administration, contact flow changes, queue/routing updates, and telephony troubleshooting.
• Monitor Amazon Connect metrics, alarms, and service health to ensure system uptime and performance.
• Investigate and resolve incidents, working with AWS Support when needed.
• Develop and deploy enhancements to contact flows, prompts, routing logic, and integrations, based on business requirements.
• Test and implement Amazon Connect feature updates (e.g., Contact Lens improvements, Amazon Q integrations, Lex bot updates).
• Assist in deploying third-party integrations and custom Contact Control Panel (CCP) enhancements.
• Work with business teams to collect requirements for new features or improvements.
• Partner with the Strategic Cloud Engineer and development teams to implement changes in a controlled and documented manner.
• Provide end-user training and create how-to documentation for agents and supervisors.
• Automate routine administrative tasks using AWS Lambda, CLI, or SDK scripts.
• Create and maintain reports in Amazon QuickSight, Contact Lens, or other analytics platforms.
• Support dashboard updates for real-time and historical metrics.
• Ensure Amazon Connect configurations align with security and compliance policies.
• Maintain detailed documentation of changes, configurations, and troubleshooting steps for knowledge sharing. 

Core Strengths and Skills

• Proven hands-on experience in Amazon Connect configuration and support.
• Knowledge of AWS services used with Amazon Connect (i.e., Lambda, DynamoDB, S3, SNS, SQS, CloudWatch, Lex, Kinesis).
• Familiarity with CRM integrations (Salesforce, ServiceNow, etc.).
• Strong scripting knowledge (e.g., Node.js, Python).
• Strong problem-solving skills with ability to troubleshoot telephony and integration issues.

Additional Skills and Knowledge

• Experience with custom CCP development and UI enhancements.
• Bachelor’s degree in computer science, IT, or related field.
• Strong problem-solving skills and attention to detail.
• Associate or Professional AWS Certification.
• Familiarity with DevOps.

Have we piqued your curiosity? Can you see yourself thriving in this opportunity? 

Picture Yourself Here 

At Commonwealth, we believe in a better world. We hold ourselves and each other to higher standards. We take care of one another. That’s why we invest in you—we encourage employee growth both in your career and education; we offer incredible health care benefits; and we find plenty of occasions to celebrate. What’s not to love? 

We are always striving to be better, and we are looking for employees who share that same mindset. Better people, better coworkers, better leaders, better creators. Bring your best work and your full self to the table, and we will do the same. Together, we can build a better future for our advisors, their clients, our company, and you. 

About Commonwealth 

Commonwealth Financial Network, Member FINRA/SIPC, a Registered Investment Adviser, provides a suite of business solutions that empowers more than 2,000 independent financial advisors nationwide. Founded in 1979, the firm has headquarters in Waltham, Massachusetts; San Diego, California; and Blue Ash, Ohio. 

Turning our advisors into raving fans starts by doing the same for our employees. We foster an environment of excellence, growth, rewards, and fun in equal measure, which has earned us 43 Best Place to Work awards.   

The Fine Print 

We care about your online safety as a prospective employee and encourage you to exercise caution when responding to job postings online. Commonwealth will never ask potential hiring candidates to pay or transfer funds as a precondition of interviews or employment, nor will we authorize recruiters or agents to do so on our behalf.  

Commonwealth is an equal opportunity employer, making intentional efforts to source talent from all backgrounds.