Amazon connect developer

Qualifications

• 3 - 7+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice
• Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording
• Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns
• AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager
• Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation
• Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures
• Strong grasp of security, compliance, and data governance
• Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions
• Agile/scrum experience
• Agentforce Experience
• Infrastructure as Code and CI/CD for contact center infrastructure
• IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing
• Financial services industry experience (contact center operations)
• Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications
• Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools

Responsibilities

• We're seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice
• You'll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team
• This role blends hands-on engineering with solution architecture, security, reliability, and cross-functional leadership
• Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security
• Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens)
• Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility
• Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows)
• Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice
• Participate in an on-call rotation and support after-hours production releases
• Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers