Description

Responsibilities

• Serve as the lead technical resource and primary owner for the Amazon Connect platform.
• Partner with business stakeholders to gather requirements, identify gaps, and recommend solutions.
• Design, develop, test, deploy, and support Amazon Connect enhancements and new capabilities.
• Build Proofs of Concept (POCs) and provide technical recommendations for future platform growth.
• Lead implementation of new Amazon Connect features and capabilities.
• Troubleshoot complex production issues, perform root cause analysis (RCA), and implement corrective actions.
• Develop and maintain integrations between Amazon Connect and enterprise CRM platforms.
• Collaborate with Salesforce, application development, and infrastructure teams.
• Identify opportunities to leverage AI and automation capabilities within the contact center environment.
• Provide technical leadership and mentorship to supporting development resources.
• Support ongoing platform modernization and enhancement initiatives resulting from business growth and acquisitions.

Qualifications

• Required
  • 8+ years of overall software engineering experience.
  • 6-8+ years of hands-on Amazon Connect development experience.
  • Experience owning and supporting enterprise-scale Amazon Connect environments.
  • Strong experience leading projects from solution definition through production deployment.
  • Demonstrated experience working directly with business stakeholders and cross-functional teams.
  • Deep hands-on experience with Amazon Connect, contact flows, call routing, IVR design and configuration, and advanced voice capabilities.
  • Experience with Amazon Connect Contact Lens, call recording and transcription features, Amazon Connect Analytics and Reporting, outbound campaigns, and progressive dialer.
  • Strong Python development skills.
  • Experience building and maintaining AWS Lambda functions.
  • Experience with Amazon S3, DynamoDB, CloudWatch, IAM, and API Gateway.
  • Experience integrating Amazon Connect with enterprise CRM platforms.
  • Strong understanding of REST APIs and enterprise integrations.
  • Ability to define solutions, drive technical decisions, and take ownership of outcomes.
  • Strong troubleshooting and production support experience.
  • Experience performing root cause analysis and implementing long-term solutions.
  • Ability to manage projects through the full software development lifecycle.
  • Bachelor's degree required.
• Preferred
  • AWS Certifications.
  • Salesforce integration experience.
  • Experience with Amazon Kinesis Data Streams and Firehose.
  • Experience with Contact Trace Records (CTR) processing.
  • Familiarity with AWS CLI.
  • Experience with Amazon Bedrock and Amazon Polly.
  • Salesforce Service Cloud knowledge.
  • Experience implementing AI-powered contact center capabilities.
  • Master's degree

Key Skills

Education

Bachelor's or Master's degrees