Telephony Amazon Connect Engineer - Fulltime
What We're Looking For
· 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
· Expertise in:
o Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
o Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
o AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
o Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
o 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.
Job Requirements
· End-to-end ownership of development tasks
· Understanding of Salesforce from a Service Cloud Voice and omni-channel perspective
· Participation in support rotation and handling customer inquiries
· Involvement in small enhancements and production support
· Ability to work on declarative call center flows and custom Lambda functions
Must-Have Technical Skills
· Strong Lambda development experience
· Extensive Amazon Connect experience
· Proficiency with various AWS services (S3, Dynamo, Lambda, Lex)
· Python programming skills (most Lambda functions are written in Python
· Experience developing serverless code
· Salesforce knowledge, particularly related to Service Cloud Voice
Nice-to-Have Skills and Experience
· Experience with Agentforce (AI capabilities)
· Familiarity with other CCaaS solutions (e.g., Genesys)
· Background in managing call center environments
· CI/CD experience
· Experience integrating analytics services (e.g., Athena, Snowflake, Databricks)
Job Type: Full-time
Pay: $120,000.00 - $150,000.00 per year
Benefits:
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance
Work Location: Remote
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