Description

You will lead backend development focused on contact center solutions.

Responsibilities

• Own the technical roadmap for Amazon Connect implementations and design scalable contact center solutions.
• Lead migration efforts from legacy platforms (Genesys, LivePerson) to Amazon Connect.
• Build and maintain contact flows, Lex bots, routing strategies, and integrate call recording/transcription.
• Develop event-driven services using AWS Lambda, EventBridge, Kinesis, DynamoDB, and API Gateway.
• Provide production support, conduct root-cause analysis, and establish observability with SLIs/SLOs.

Required Skills

• 5–10+ years in telephony/contact center or strong AWS backend development experience.
• 3+ years hands-on with AWS backend development.
• Deep knowledge of Amazon Connect: contact flows, CTRs, Contact Lens, outbound, call recording.
• Proficiency in AWS services: Lambda (Node.js/Python), API_Gateway, DynamoDB, S3, CloudWatch, IAM.
• Experience with JWT, OAuth/SAML, and REST/GraphQL APIs.
• Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation.
• Experience with Terraform and CloudFormation.
• Familiarity with GenAI tools: Amazon Bedrock, OpenAI, or LangChain.
• Experience integrating with Salesforce or ServiceNow.

Key Skills

Education

Any Gradute