Amazon Connect Developer

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

📋 Description

• Design, develop, test, implement, and maintain cloud-based contact center solutions for the Department of Defense and the Defense Health Agency.

• Enhance and develop functionalities within Amazon Connect, including multi-level IVR, intelligent call routing, conversational AI, chatbots, workforce management integrations, call recording, transcription, and contact center analytics.

• Integrate Amazon Connect with Salesforce Health Cloud to facilitate patient engagement, nurse advice services, care coordination, appointment scheduling, and referral management.

• Engage in the complete software development lifecycle alongside developers, system administrators, cloud engineers, cybersecurity personnel, and program stakeholders.

• Create and maintain contact flows, IVR applications, inbound and outbound routing, queues, callbacks, and automated self-service functionalities.

• Develop Amazon Lex voicebots, chatbots, intents, dialog management, and automated customer interactions.

• Build serverless components using AWS Lambda, Python, JavaScript, TypeScript, and relevant AWS services.

• Create integrations for workforce management, call recording, transcription, contact analytics, and operational reporting.

• Implement secure REST APIs, manage event-driven processing, data transformations, authentication, and error handling.

• Create unit tests, integration tests, and automated validation processes.

• Provide Tier 3 technical support and troubleshoot complex contact center and application performance challenges.

• Conduct root cause analysis and implement corrective measures for software defects and production incidents.

• Participate in Agile development practices, code reviews, CI/CD, release planning, and production deployments.

• Maintain technical documentation, including contact flow diagrams, integration specifications, and deployment procedures.

• Ensure that development adheres to DoD/DHA cybersecurity, privacy, and information protection standards.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical field with 8-12 years of relevant experience, or a Master’s degree with 6-10 years of relevant experience; equivalent experience may be evaluated in accordance with Leidos policies.

• Minimum of 2 years of practical Amazon Connect development experience or similar cloud contact center application development experience.

• Proven experience in designing and implementing IVR, call routing, contact flows, or automated contact center solutions.

• Proficiency in developing applications using Python, JavaScript, TypeScript, or similar programming languages.

• Experience in developing AWS Lambda functions and integrating cloud services with enterprise applications.

• Familiarity with REST APIs, JSON, authentication, and enterprise application integrations.

• Knowledge of Amazon Connect queues, routing profiles, contact flows, and contact handling principles.

• Experience with Git-based source control, Agile development methodologies, software testing, and application deployment processes.

• Understanding of AWS security principles, including IAM, encryption, and secure application integration.

• Strong analytical, troubleshooting, technical documentation, and communication abilities.

• Capacity to work independently and collaborate effectively with developers, administrators, architects, and other technical stakeholders.

• Must meet applicable DoD/DHA personnel security and suitability requirements.

• Preferred: AWS Certified Developer – Associate or AWS Certified Solutions Architect – Associate.

• Preferred: Experience integrating Amazon Connect with Salesforce Health Cloud or Service Cloud.

• Preferred: Background in developing conversational AI solutions using Amazon Lex, including chatbots and voicebots.

• Preferred: Proficiency with AWS Lambda, API Gateway, DynamoDB, S3, EventBridge, and CloudWatch.

• Preferred: Experience implementing call recording, transcription, and analytics using Amazon Connect Contact Lens, Amazon Transcribe, or equivalent technologies.

• Preferred: Familiarity with Amazon Connect workforce management, forecasting, scheduling, and contact center analytics.

• Preferred: Experience developing applications in AWS GovCloud or other regulated government cloud environments.

• Preferred: Support experience with DoD, DHA, VA, or other federal healthcare programs.

• Preferred: Understanding of HIPAA, FedRAMP, DoD RMF, and relevant cybersecurity regulations.

• Preferred: Experience with infrastructure-as-code, automated testing, and CI/CD pipelines.

• Preferred: Familiarity with telecommunications concepts, SIP, PSTN connectivity, and enterprise contact center architectures.

• Preferred: Experience developing integrations with healthcare systems, CRM platforms, or enterprise identity management services.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and certifications.

• Flexible work arrangements and a supportive work environment.