Amazon Connect Engineer - Remote Fulltime (USC & GC only)

Company Description

Finance

Job Description

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.

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:
• 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.
• 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.

Nice To Have

• 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.
• Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
• SSO/identity (Okta/Azure AD) and enterprise change/release management.
• IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.

Additional Information

All your information will be kept confidential according to EEO guidelines.