Software Engineering Senior Advisor

This position is a temporary assignment. As a contractor, you’ll be employed by Magnit, not The Cigna Group or any subsidiaries of The Cigna Group.

About the role

The Senior AWS Contact Center Routing Engineer is responsible for the design, development, implementation, support, and optimization of enterprise routing capabilities within Amazon Connect. This role serves as a hands-on Amazon Connect routing subject matter expert within Workforce Intelligence Platform Services (WIPS). The engineer will build and support scalable routing solutions that improve customer experience, agent efficiency, operational performance, and platform reliability across a large enterprise contact center environment. The ideal candidate has strong Amazon Connect routing expertise, practical AWS engineering skills, and the ability to troubleshoot complex routing and contact flow issues in production environments.

Responsibilities

• Design, build, and support Amazon Connect routing solutions across enterprise contact center environments.
• Create, maintain, and optimize Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Contact Attributes, and Customer Profiles.
• Configure and support skills-based, attribute-based, priority-based, and queue-based routing strategies.
• Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall experience.
• Troubleshoot complex routing, telephony, contact flow, and agent routing issues.
• Perform impact analysis, testing, validation, and implementation support for routing changes.
• Develop, maintain, and support AWS Lambda functions used in Amazon Connect routing solutions.
• Support integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, and EventBridge.
• Build and support API-based integrations between Amazon Connect and enterprise systems.
• Develop automation to improve routing supportability, deployment quality, monitoring, and operational efficiency.
• Assist with technical design, integration patterns, and reusable routing components.
• Support production incidents, problem resolution, and root cause analysis for Amazon Connect routing issues.
• Create and improve monitoring, alerting, dashboards, runbooks, and operational documentation.
• Partner with support teams to improve platform stability, availability, and resiliency.
• Support change management and deployment activities for routing enhancements.
• Participate in on-call or escalation support as required.
• Partner with Product, Operations, Workforce Management, Architecture, Data & Reporting, and Engineering teams.
• Translate business routing needs into scalable Amazon Connect technical solutions.
• Document routing designs, standards, support procedures, and implementation details.
• Share technical knowledge and best practices with peers and cross-functional partners.

Requirements

• 5+ years of contact center technology experience.
• 3+ years of hands-on Amazon Connect engineering experience.
• Deep experience designing, building, and supporting Amazon Connect Contact Flows, Routing Profiles, Queues, Quick Connects, Contact Attributes, Customer Profiles, and Contact Trace Records.
• Experience developing or supporting AWS Lambda functions used in contact center workflows or routing logic.
• Experience integrating Amazon Connect with APIs or external enterprise systems.
• Strong understanding of contact center routing concepts, customer journeys, queue design, agent experience, and production support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience supporting large-scale or enterprise contact center environments.
• Strong written and verbal communication skills with the ability to work across technical and non-technical teams.

Ideal Candidate Profile

The ideal candidate is a hands-on Amazon Connect routing engineer who has built and supported complex routing solutions in production. This person should be comfortable working directly in Amazon Connect, troubleshooting contact flows and routing behavior, developing Lambda integrations, and partnering with operations and engineering teams to solve real customer and agent experience challenges. The strongest candidates will bring a combination of Amazon Connect routing depth, AWS development capability, enterprise contact center knowledge, strong troubleshooting skills, and a mindset focused on automation, reliability, and continuous improvement.

Pay

The pay range that Magnit reasonably expects to pay for this position is $94.00/hour - $97.00/hour, dependent on location, experience, and expectation.

Benefits

• Medical
• Dental
• Vision
• 401K (provided minimum eligibility hours are met)