Architect, develop, and support cloud contact center solutions, including AWS Connect and related services.
Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations.
Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial).
Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics).
Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support.

Requirements

3+ years supporting or developing cloud contact center solutions (AWS Connect or similar)
Experience designing contact center call flows/IVR, routing, queues, and analytics/reporting in a cloud environment
Proficiency in JavaScript and/or Python; familiarity with infrastructure-as-code and automation tools (e.g., Terraform, Serverless Framework, AWS CLI)
Experience integrating CRM systems (e.g., Salesforce, ServiceNow) and reporting/analytics tools
Strong problem-solving, communication, and collaboration skills; able to translate technical concepts for business stakeholders
Working knowledge of network and security concepts related to real-time communications and cloud services (preferred)
Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines)

Benefits

Your Benefits Start Day 1
Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud contact center solutionsAWS ConnectJavaScriptPythoninfrastructure-as-codeautomation toolsCRM integrationanalytics/reportingcall flowsIVR

Soft Skills

problem-solvingcommunicationcollaboration