Sr Unified Communications Contact Center Developer

Job Summary

A talented cloud Contact Center Developer is needed to join Pacific Life's Unified Communications/Voice team in Charlotte, NC, Omaha, NE, or Newport Beach, CA. The role involves architecting, developing, and supporting cloud contact center solutions, integrating technologies like AI and voice biometrics, and collaborating with cross-functional teams.

Responsibilities

• Architect, develop, and support cloud contact center solutions, including AWS Connect and related services.
• 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.
• Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines).

Qualifications

• BS/BA degree in Computer Science, Information Systems, or related field.
• Experience with real-time communications and cloud services (preferred).

Skills

• Technical proficiency in JavaScript and/or Python.
• Familiarity with infrastructure-as-code and automation tools.
• Experience with CRM systems and reporting/analytics tools.
• Strong problem-solving and communication skills.
• Experience with AWS services that support Connect.

Benefits

Pacific Life offers competitive benefits including medical, dental, vision, and wellbeing reimbursement account, paid time off, parental leave, and a 401(k) savings plan with company match.