Senior Software Engineer – AWS Connect, Contact Center

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

📋 Description

• Oversee the technical design, global routing, SIP trunking, and carrier integration utilizing AWS Connect.

• Create and expand a cohesive framework for voice, chat, and digital channels across four global support centers with the Salesforce Service Cloud Voice – AWS Connect products.

• Manage the integration between AWS Connect and Salesforce Service Cloud Voice to ensure a smooth agent desktop experience.

• Build CI/CD pipelines and Infrastructure as Code (IaC) to efficiently implement contact center modifications in a dynamic environment.

⛳️ Requirements

• AWS Connect Mastery (Required): Expert-level proficiency in Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.

• Telephony Architecture (Required): Extensive knowledge of SIP, WebRTC, VoIP, international telecom carrier regulations, and number porting.

• Multi-Channel Experience: Demonstrated success in managing routing, queuing, and analytics for global multi-channel contact centers.

• Salesforce Ecosystem: Strong understanding of Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.

• Agile Mindset: Capability to serve as a hands-on technical lead in a fast-paced, 18-month-old startup setting.

• 6+ years of experience in contact center architecture, with at least 3 years focused specifically on extensive AWS Connect implementations.

• AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are strongly preferred.

🏝️ Benefits

• HDHP and PPO Medical Plans

• Buy-up plans for both Dental and Vision

• Ancillary benefits including Accident, Critical Illness, Hospital Indemnity, Short-term and Long-Term Disability, Voluntary Life, and legal services, along with various add-ons.

• Our 401(k) Package features an Employer Match of 100% up to the first 4% and 50% on the next 2%, with immediate vesting.