Senior Contact Center Engineer

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

📋 Description

• Oversee comprehensive Amazon Connect projects from initial discovery and architecture to design, construction, migration, testing, cutover, and hypercare.

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

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

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

• Architect telephony and carrier integrations, SIP, Amazon Chime SDK Voice Connector, carrier onboarding, number porting, and external voice transfer.

• Construct resilient and scalable multi-region architectures, capacity plans, and disaster recovery runbooks.

• Design, build, and deploy AI-driven solutions within Amazon Connect, including human escalation pathways.

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

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

• Create production-grade runtime environments with Amazon Bedrock AgentCore, integrating them into Connect flows.

• Achieve low-latency conversational voice capabilities using Amazon Lex V2 and Amazon Nova models.

• Define infrastructure as code and CI/CD pipelines across sandbox, development, staging, and production environments.

• Integrate Amazon Connect with Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, and Calabrio.

• Design and implement solutions for Cisco Webex Contact Center and digital channels.

• Deploy Webex conversational self-service and facilitate migrations from outdated Cisco platforms.

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

• Mentor engineers, lead design evaluations, and set standards for CCaaS and AI delivery.

• Assist in pre-sales scoping, drafting statements of work, conducting demonstrations, and building proof-of-concept projects.

• Contribute to internal accelerators, tools, 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, including military experience.

• Over 3 years of experience in designing, deploying, and supporting contact center technology solutions.

• More than 2 years of experience in delivering production implementations of Amazon Connect.

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

• Proficient understanding of CloudFormation, CDK, SAM CLI, Terraform, AWS CLI, and multi-environment deployment pipelines.

• Excellent written and verbal communication skills, along with active listening and presentation capabilities.

• Strong analytical and consultative skills, with the ability to leverage technology and products for business opportunities.

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

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

• Must be a US Citizen.

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

• Preferred experience with Genesys Cloud CX or Five9.

• Nice to have: familiarity with legacy Cisco contact center platforms and cloud migrations.

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

• Preferred background in professional services, consulting, or systems integration.

• Preferred experience with SQL and contact center data models.

• Preferred proficiency in server virtualization and hybrid cloud architecture.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Priority referrals for protected veterans.

• Rolling-basis application acceptance.