Description

You will own the backend development for contact center solutions.

Responsibilities

• Design scalable, secure, and resilient contact center solutions, owning the technical roadmap for Amazon Connect implementations.
• Lead the migration of platforms from legacy systems like Genesys and LivePerson to Amazon Connect.
• Build and maintain contact flows, Lex bots, routing strategies, and integration points for call recording and transcription.
• Develop event-driven services using AWS Lambda, EventBridge, DynamoDB, and API Gateway.
• Provide production support, conduct root-cause analysis, and establish observability using SLIs/SLOs.

Required Skills

• 5–10+ years experience in telephony/contact center or strong AWS backend development.
• 3+ years hands-on experience with AWS backend development.
• Proficiency in AWS services including Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM.
• Experience integrating with Salesforce and ServiceNow.
• Familiarity with core networking concepts: SIP, RTP, PSTN, QoS, and packet loss mitigation.
• Experience with Terraform, CloudFormation, Git, and CI/CD pipelines.
• Knowledge of API standards: JWT, OAuth/SAML, REST/GraphQL APIs.
• Experience implementing GenAI solutions using Amazon Bedrock or LangChain.

Key Skills

Education

Any Gradute