Senior Engineer – Amazon Connect

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

📋 Description

• Create AWS Cloud contact center solutions transitioning from Cisco Webex/Nuance IVR to Amazon Connect utilizing Lex NLU, voice, and web chat.

• Implement infrastructure as code with Terraform.

• Establish CI/CD pipelines for the deployment of contact flows.

• Design and develop Lambda functions.

• Oversee Dev/UAT/Prod environments.

• Automate deployments for production environments.

• Create CloudWatch monitoring and alerting systems for Amazon Connect instances.

• Assist in ACGR infrastructure deployment and manage workflows for environment promotion.

• Engage in production monitoring during hyper care periods.

• Produce functional specifications, design specifications, code, unit tests, system test plans, and feature test plans.

• Direct development efforts for CCaaS implementations on client projects.

• Manage the complete solution development process, including routing strategy, IVR design, API approach, and external data integrations.

• Design and uphold reusable code libraries.

• Provide guidance on testing strategies and contribute to test plans.

• Explain the functionality of the CCaaS platform and its capacity to address business needs.

• Assist in defining client use cases, requirements, designs, and test plans.

• Collaborate with customer IT Architecture teams on solution design and technology recommendations.

• Discuss migration efforts and offer subject matter expertise in solution migration and deployment.

• Enhance solutions and refine processes.

⛳️ Requirements

• Willingness to travel up to 30%.

• Current AWS developer certification is required.

• Minimum of 3 years’ experience with Amazon Connect and UC environments.

• Proficient in Terraform, AWS CDK/CloudFormation, CI/CD pipelines (such as CodePipeline or similar), CloudWatch, automation of Amazon Connect infrastructure, and deployment patterns across multiple environments.

• At least 7 years of overall experience in software development and/or CCaaS development.

• Background in software development, including design, custom and standard coding using JavaScript, Python, and ideally Node.js.

• Experience in testing real-time systems.

• Proven track record in implementing AWS Cloud contact center solutions.

• Experience collaborating with customer IT Architecture teams to devise end-to-end solutions and deliver technology guidance.

• Expertise in discussing cloud contact center migration efforts and serving as a migration and deployment Subject Matter Expert.

• Experience in optimizing solutions and enhancing processes using IVR and interaction routing templates.

• Knowledge of network infrastructure.

• Ability to create and present technical designs to both technical and non-technical audiences.

• AWS experience is preferred.

• Experience leading CCaaS implementations on client projects.

• Practical experience in developing contact center solutions.

• History of assisting in the development of client use cases, requirements, designs, and test plans.

• Familiarity with people and team management, enterprise architecture, and providing technical leadership.

🏝️ Benefits

• Equal Employment Opportunity employer.

• Reasonable accommodations are available in the hiring process for applicants with disabilities.

• A culture that promotes positive change, celebrates each moment, and empowers everyone to Rise.