Senior Software Development Engineer - Amazon Connect

We’re looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative-AI self-service, and real-time analytics—to deliver best-in-class customer experiences.

Key Responsibilities

• Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers).
• Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service
• Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce).
• Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries
• Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection
• Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions).
• Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT.
• Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security).
• Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis.

• · 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect.
• · Solid skills in at least one language (Python, Node.js/TypeScript, or Java).
• · Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch).
• · Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact-center metrics.
• · Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations.
• · Excellent communication and documentation skills; ability to translate business goals into technical roadmaps.

Preferred Qualifications

• AWS Solution Architect or Amazon Connect Specialty certification.
• Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect.
• Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.
• Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.
• Exposure to global, multi-region Connect deployments and Global Resiliency patterns.
• Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync.
• Proficiency in Five9 reporting tools.

• Competitive Salary
• Fun work environment
• Growth Opportunities