Senior Software Engineer – Amazon Connect

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

📋 Description

• Create, develop, and sustain intricate, omnichannel contact flows (Voice, Chat, SMS) utilizing Amazon Connect.

• Serve as the technical lead for contact center initiatives, offering mentorship and direction to junior engineers and administrators.

• Work alongside Customer Support and Sales leaders to comprehend business objectives, establish metrics, and suggest technical solutions that enhance First Contact Resolution (FCR) and Average Handle Time (AHT).

• Ensure that the contact center architecture adheres to AWS Well-Architected Framework principles, emphasizing high availability, disaster recovery, and data security.

• Diagnose intricate telecommunications, WebRTC, and API integration challenges.

• Oversee telecommunications resources, including claiming/porting numbers and setting up queue/routing profiles.

⛳️ Requirements

• More than 5 years of practical experience in designing, deploying, and maintaining Amazon Connect contact center solutions at an enterprise level.

• Demonstrated history of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications.

• Strong grasp of SIP, WebRTC, telephony networks, and general contact center operations/metrics.

• Outstanding analytical abilities with the capability to troubleshoot complex, distributed cloud systems.

• AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/Security Specialty is advantageous.

• Experience in deploying Amazon Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK is beneficial.

🏝️ Benefits

• Top-of-Market Compensation: Competitive base salary aligned with industry benchmarks, alongside annual performance-driven bonuses.

• Annual Summit: A fully-funded, company-wide retreat abroad to celebrate our achievements.

• Hardware & Gear: We provide the latest technology (MacBook Pro or equivalent) and additional equipment to ensure your workspace is ergonomic and efficient.

• Professional Development Budget: We allocate an annual budget for courses, certifications, books, and conferences to help you stay sharp.

• Permanent Remote: Enjoy the flexibility of working from home or any location that boosts your productivity.

• Time Off & Wellness: A generous paid leave policy, comprehensive medical coverage (HMO), and mental health support for you and your dependents.