We are overhauling our enterprise contact center infrastructure into a high-throughput, event-driven Amazon Connect platform handling millions of customer interactions annually. As the Lead Amazon Connect Developer on-site, you will take ownership of the technical architecture, custom application development, and telephony integration strategy across the entire ecosystem. This is a hands-on technical leadership position with the mandate to build resilient, serverless contact flows, drive our cloud contact center roadmap, and establish engineering standards across our teams.
Responsibilities
Architect, deploy, and maintain multi-tier Amazon Connect contact flows, routing profiles, queues, and Amazon Lex bots for voice and chat channels.
Build event-driven microservices using AWS Lambda (Node.js/Python), API Gateway, DynamoDB, and Kinesis to integrate telephony with backend core platforms and enterprise CRMs.
Design real-time and historical analytics pipelines using Contact Trace Records (CTR), Amazon Connect Contact Lens, EventBridge, S3, and Athena.
Author and enforce Infrastructure as Code (IaC) standards via AWS CDK or Terraform to automate deployments across multi-region, multi-account environments.
Conduct code reviews, mentor engineers on-site, and set operational monitoring and alerting baselines through Amazon CloudWatch.
Collaborate directly with network engineers, product leads, and business operations to diagnose telephony anomalies, minimize latency, and improve caller experiences.
Requirements
7+ years of software engineering experience, with at least 3 years dedicated to architecting and scaling production Amazon Connect environments.
Production-grade coding proficiency in TypeScript/Node.js or Python.
Deep expertise across supporting AWS services: Lambda, Lex, DynamoDB, S3, Kinesis, EventBridge, IAM, and CloudWatch.
Demonstrated experience building Infrastructure as Code using Terraform, AWS CDK, or CloudFormation.
Hands-on experience integrating Amazon Connect with enterprise CRMs (Salesforce Service Cloud, Zendesk) and building custom agent interfaces using the Connect Streams API and Amazon Connect Agent Workspace APIs.
Strong foundation in telecommunications concepts, including SIP, WebRTC, carrier interconnects, codec negotiation, and IVR design.
Ability to work full-time on-site to lead hardware/telephony testing and collaborate directly with operations teams.
Nice-to-Haves
AWS Certified Solutions Architect or AWS Certified DevOps Engineer credentials.
Experience tuning generative AI integrations with Amazon Lex and Amazon Bedrock for conversational IVR self-service.
Prior experience migrating on-premise contact center systems (Avaya, Cisco, Genesys) to Amazon Connect.
What We Offer
Top-tier compensation package consisting of competitive base salary and performance bonus.
Comprehensive healthcare coverage (medical, dental, vision) fully effective on day one.
401(k) plan with up to 6% immediate dollar-for-dollar company match.
Dedicated annual budget for AWS certifications, external training, and tech conferences.
Custom workstation setup with top-of-the-line Apple or Linux development hardware.