Sr Unified Communications Contact Center Developer

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

The ideal candidate will have a Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience. Additionally, candidates should have a strong understanding of cloud computing principles and experience working with AWS services.

Skills

• Technical proficiency in JavaScript and/or Python.
• Familiarity with infrastructure-as-code and automation tools (e.g., Terraform, Serverless Framework, AWS CLI).
• Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines).
• Experience with CRM systems (e.g., Salesforce, ServiceNow) and reporting/analytics tools.
• Strong problem-solving, communication, and collaboration skills.

Benefits

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

Pay

$118,800.00 - $145,200.00

Schedule

Onsite in Charlotte, NC, Omaha, NE, or Newport Beach, CA.