Amazon Connect Developer

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Design, develop, configure, deploy, optimize, and support contact center solutions based on Amazon Connect for healthcare operations.

• Construct and maintain contact flows, IVR logic, routing profiles, queues, operational hours, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.

• Develop and maintain integrations utilizing AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and various other AWS services.

• Create conversational AI and self-service experiences with Amazon Lex.

• Implement custom business logic and automation via AWS Lambda functions developed in Python, Node.js, or Java.

• Facilitate the migration from legacy contact center platforms such as Avaya and Cisco to Amazon Connect.

• Collaborate with healthcare business teams on workflows related to member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management.

• Ensure compliance with HIPAA for handling PHI, secure data exchange, auditability, and access controls.

• Develop technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and materials for knowledge transfer.

• Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization activities.

• Work alongside QA teams to validate routing, IVR prompts, integrations, data lookups, failover, reporting, and comprehensive customer journeys.

• Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using Terraform, CloudFormation, Git, and Jenkins or similar platforms.

• Provide technical leadership, mentorship, code reviews, and guidance to engineering teams.

⛳️ Requirements

• Over 10 years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.

• At least 3 years of hands-on experience in designing, building, and supporting Amazon Connect solutions.

• Strong understanding of Amazon Connect components, including contact flows, queues, routing profiles, users, security profiles, operational hours, prompts, attributes, CTRs, and real-time metrics.

• Practical experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon CloudWatch, and Amazon S3.

• Proficient in developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.

• Familiarity with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.

• Experience in integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.

• Strong knowledge of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.

• Capability to create clear technical documentation and convey complex technical concepts to both business and technical stakeholders.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.

• Preferred: experience in supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.

• Preferred: understanding of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance standards.

• Preferred: experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.

• Preferred: familiarity with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.

• Preferred: experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.

• Preferred: AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.

• Preferred: experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business units.

• Knowledge of the healthcare domain concerning secure communication channels, seasonal demand, caller experience, accessibility, PHI protection, and operational reporting.

• Ability to balance scalability, security, reliability, cost, and speed of delivery.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement plan with employer matching.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and growth.