Sr Unified Communications Contact Center Developer

About the role

We are seeking a talented cloud Contact Center Developer to join our Unified Communications/Voice team in Charlotte, NC, Omaha, NE, or Newport Beach, CA.

Responsibilities

• Provide technical and development oversight for Pacific Life’s AWS Connect Contact Center platform and related customer engagement systems.
• Implement, plan, and optimize cloud-based contact center solutions to meet business needs.
• Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations.
• Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial).
• Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics).
• Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support.

Requirements

• 3+ years supporting or developing cloud contact center solutions (AWS Connect or similar).
• Experience designing contact center call flows/IVR, routing, queues, and analytics/reporting in a cloud environment.
• Proficiency in JavaScript and/or Python; familiarity with infrastructure-as-code and automation tools (e.g., Terraform, Serverless Framework, AWS CLI).
• Experience integrating CRM systems (e.g., Salesforce, ServiceNow) and reporting/analytics tools.
• Strong problem-solving, communication, and collaboration skills; able to translate technical concepts for business stakeholders.
• Working knowledge of network and security concepts related to real-time communications and cloud services (preferred).
• Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines).

Qualifications

The ideal candidate will have a bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.

Skills

• Technical proficiency in cloud environments.
• Experience with AWS services.
• Strong problem-solving and analytical skills.
• Excellent communication and collaboration abilities.

Benefits

Your benefits start day one. Includes medical, dental, vision, and wellbeing reimbursement account, paid time off, holiday schedules, financial planning time off, paid parental leave, and adoption assistance program. Additionally, you are eligible for a competitive 401(k) savings plan with company match and an additional contribution regardless of participation.