Senior Engineer (AWS / Contact Center)

About the role

Join a team that combines cutting-edge technology with a deep commitment to making a positive impact. This role involves gathering and documenting business requirements for call center operations, designing and configuring Amazon Connect solutions, and building integrations with AWS services.

Responsibilities

• Gather, analyze, and document business requirements for Outbound and Inbound Calls.
• Design, configure, develop, and maintain Amazon Connect contact center solutions.
• Configure, customize, and support Amazon Connect contact flows, including inbound flows, outbound flows, customer queue flows, transfer flows, callback flows, and whisper flows.
• Configure and support Amazon Connect Agent Workspace and Contact Control Panel capabilities.
• Develop AWS Lambda functions for Amazon Connect integrations, dynamic routing, customer lookup, backend service calls, and custom business logic.
• Build and expose REST APIs using Amazon API Gateway for integrations between Amazon Connect and backend systems.
• Use Amazon DynamoDB for customer lookup, session data, contact metadata, routing configuration, and application data storage.
• Use Amazon S3 for storing call recordings, reports, prompts, exported data, files, and integration artifacts.
• Configure Amazon CloudWatch logs, metrics, alarms, and dashboards for monitoring and troubleshooting Amazon Connect and AWS integrations.
• Use Amazon Kinesis for real-time streaming of contact events, contact trace records, analytics data, and downstream reporting integrations.
• Build and Deploy Java REST services using Springboot.
• Deploy Java backend services and React UI applications to OpenShift using orchestrator-based deployment processes.
• Use AI code assistants such as Cursor or similar tools to support development, code generation, refactoring, debugging, unit test creation, and code documentation.
• Perform voice and text call testing using tools like Cyara.

Qualifications

• Skilled at problem-solving and critical thinking.
• Strong hands-on experience with Amazon Connect implementation, configuration, customization, and production support.
• Practical experience with Amazon Connect contact flows, including inbound flows, outbound flows, customer queue flows, transfer flows, callback flows, whisper flows, and IVR workflows.
• Strong understanding of Amazon Connect routing concepts, including queue-based routing, skills-based routing, routing profiles, queue priority, channel concurrency, transfer to queue, and transfer to agent.
• Hands-on experience developing AWS Lambda functions for Amazon Connect integrations, dynamic routing, customer lookup, backend service calls, and custom business logic.
• Strong programming experience in Java and Python.
• Hands-on experience with databases such as PostgreSQL, MySQL, Oracle, SQL Server, DynamoDB, or similar.
• Experience with AWS services such as Lambda, API Gateway, S3, CloudWatch, IAM, SNS/SQS, DynamoDB, and EC2.
• Experience with Amazon CloudWatch for logs, metrics, alarms, dashboards, monitoring, troubleshooting, and production support.
• Good understanding of REST APIs, JSON, authentication, and cloud security.
• Experience writing unit tests for Java backend services, React UI components, AWS Lambda functions, and REST API integrations.
• Strong debugging skills to analyze and resolve defects across Amazon Connect, Java backend services, React UI applications, APIs, AWS services, and OpenShift deployments.
• Hands-on experience or strong willingness to use AI code assistants such as Cursor or similar AI-powered development tools.
• Experience with CI/CD tools, Git, and Agile delivery practices.
• Experience working in Agile methodologies and Scrum teams.

Benefits

• Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus.
• Career coaching, global career opportunities, non-linear career paths, internal development programs for management and technical leadership.
• Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platform subscriptions, pass-it-on sessions, workshops, conferences.
• Hybrid work and flexible working hours, employee assistance program.
• Global internal wellbeing program, access to wellbeing apps.
• Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programs, events and celebrations.