Senior Contact Center Engineer

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

📋 Description

• Oversee comprehensive Amazon Connect projects, encompassing discovery, architecture, design, implementation, migration, testing, cutover, and hypercare.

• Create and construct contact flows, routing profiles, queues, quick connects, operating hours, and configurations for agent workspaces.

• Deploy and optimize Amazon Connect features such as Contact Lens, Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and analytics data lakes.

• Design omnichannel experiences that span voice, chat, email, SMS, WhatsApp, and Apple Messages for Business.

• Develop telephony and carrier integrations, SIP connectivity, number porting, and external voice transfer solutions.

• Construct resilient and scalable architectures, including multi-region designs, Global Resiliency, capacity planning, and disaster recovery runbooks.

• Design, construct, and implement agentic AI solutions within Amazon Connect, with escalation paths to human agents.

• Create agent tools and action groups that integrate enterprise APIs, Lambda, CRM, and WFM systems.

• Implement RAG patterns utilizing Amazon Bedrock Knowledge Bases and vector stores.

• Develop production-grade runtimes with Amazon Bedrock AgentCore and incorporate them into Connect flows.

• Provide low-latency conversational voice solutions using Amazon Lex V2 and Amazon Nova.

• Define infrastructure as code and manage CI/CD pipelines across multiple environments.

• Integrate Amazon Connect with CRM and WFM platforms, including Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, and Calabrio.

• Design and establish Cisco Webex Contact Center solutions and digital channels.

• Implement conversational self-service solutions utilizing Webex AI Agent Studio, Virtual Agent V2, and CCAI.

• Assist in migrations from Cisco UCCE/PCCE and other legacy systems.

• Provide guidance to enterprise clients and act as a technical escalation resource.

• Mentor engineers, lead design reviews, and set internal CCaaS and AI delivery standards.

• Participate in pre-sales activities, including scoping, developing statements of work, demonstrations, and proofs of concept.

• Contribute to internal accelerators, tooling, and reusable intellectual property.

• Collaborate with the National Contact Center team and partner vendors.

• Document as-built designs, runbooks, and materials for knowledge transfer.

⛳️ Requirements

• Bachelor's Degree or equivalent experience and/or military experience.

• A minimum of 3 years in designing, deploying, and supporting contact center technology solutions.

• At least 2 years of experience delivering production implementations for Amazon Connect.

• Extensive hands-on knowledge of AWS Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis.

• Familiarity with CloudFormation, CDK, SAM CLI, Terraform, AWS CLI, and deployment pipelines across multiple environments.

• Excellent written and verbal communication, active listening, and presentation abilities.

• Strong analytical and consultative skills, with the capability to apply solutions, technology, and products to business needs.

• Ability to work both collaboratively and independently in uncertain client environments.

• Willingness to travel to client locations as necessary, typically less than 25% of the time.

• Must be a US Citizen.

• Preferred: Over 2 years of hands-on experience with Cisco Webex Contact Center.

• Experience with Genesys Cloud CX or Five9.

• Background in legacy Cisco contact center platforms and cloud migrations.

• Preferred certifications in AWS, Cisco, Genesys Cloud, or Five9.

• Experience in professional services, consulting, or as a systems integrator.

• Familiarity with SQL and contact center data models.

• Proficient in server virtualization and hybrid cloud architectures.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• A collaborative, innovative, and growth-oriented culture.

• Opportunities to engage with generative AI, cloud solutions, cybersecurity, networking, digital transformation, and next-generation infrastructure.

• Exposure to a global client and partner base.

• Applications are accepted on a rolling basis.