DWM Telecom Engineer I - Senior Cloud Communication (AIM)

Posting expires: October 12, 2026 Salary range: $63,401 - $84,650 General Description and Classification Standards: The Telecom Engineer I – Senior Cloud Communication Engineer is responsible for designing, implementing, supporting, and continuously improving the organization’s cloud-based contact center and telecommunications environment. The position will primarily support Amazon Connect and its integration with customer-service applications, payment systems, workforce-management platforms, reporting tools, and enterprise telephony. This role ensures system functionality for constituents and visitors to reliably reach the organization, navigate the IVR, receive emergency or outage information, make payments, and connect with the appropriate service representatives. The engineer will also provide technical leadership for call routing, voice quality, resiliency, security, vendor coordination, and telecommunications modernization. Supervision Received: Works under very general supervision. Depending on organization structure, may work independently with responsibility for an assigned function or program. Essential Duties and Responsibilities: These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. Administer and support Amazon Connect, including contact flows, queues, routing profiles, prompts, hours of operation, callbacks, and emergency messaging. Design customer-friendly IVR experiences that reduce call transfers, wait