Amazon Connect Developer

IND Lead Software Engineer - GCC026

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Role Summary

We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform (e.g., Amazon Connect).

The ideal candidate combines strong hands-on engineering experience (Python, DevOps, cloud-native architectures) with experience in contact center technologies (Amazon Connect, Genesys Cloud, NICE, or Five9). We have a strong AI-first engineering mindset and are seeking engineers experienced with — or eager to adopt — AI-driven development practices and tooling.

Key Responsibilities

Software Engineering & Development

• Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo
• Support:
  • IVR/contact flow development
  • Routing logic and telephony integrations
  • Voice, chat, and email channel capabilities
• Contribute to contact center migration and modernization efforts
• Design integrations across contact center platforms and enterprise systems
• Build and maintain APIs, microservices, and serverless solutions
• Ensure solutions meet performance, scalability, and security standards

AWS & Cloud Engineering

• Implement solutions using AWS services, including:
  • IAM (Identity & Access Management)
  • Lambda / serverless compute
  • API Gateway
  • S3, DynamoDB, or RDS

AI-First Engineering (Preferred)

• Leverage AI tools to accelerate development productivity and quality
• Apply AI-assisted approaches for:
  • Code generation and refactoring
  • Test case generation and defect analysis
  • Documentation and knowledge sharing
• Experience with or interest in AI development tools used within the enterprise environment (e.g., Copilot-style tools, internal AI accelerators, or similar platforms)
• Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights)

Agile Delivery

• Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments
• Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos)
• Deliver working, production-ready software each sprint

Quality & Engineering Excellence

• Develop and maintain automated unit and integration tests
• Participate in code reviews and enforce standards
• Troubleshoot defects and perform root cause analysis
• Ensure adherence to definition of done and quality benchmarks

Required Skills & Experience

CCaaS / Telephony Platforms

• Hands-on experience with:
  • Amazon Connect (preferred)
  • OR similar platforms (Genesys Cloud, NICE, Five9)
• Knowledge of:
  • IVR/contact flows
  • Routing logic and telephony integrations
  • Omni-channel customer experience solutions

AWS & Cloud

• Hands-on experience with AWS services:
  • IAM (roles, policies, access control)
  • Lambda, API Gateway
  • Data services (DynamoDB, S3, RDS)

DevOps & CI/CD

• Experience with:
  • Jenkins
  • AWS CodePipeline (CodeBuild / CodeDeploy preferred)
• Strong understanding of CI/CD, automation, and version control (Git)

Agile & SDLC

• Experience working in Agile (Scrum/Kanban) environments
• Familiarity with tools such as:
  • Jira, Rally, or equivalent
• Strong understanding of iterative delivery and backlog refinement

Professional Skills

• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities
• Ability to thrive in a fast-paced, Agile environment

Preferred Qualifications

• Experience with:
  • Event-driven architectures (Kafka, SNS/SQS)
  • Observability tools (CloudWatch, Splunk)
  • Infrastructure as Code (Terraform, CloudFormation)
• AWS certifications (Developer, Solutions Architect)
• Experience in large-scale cloud or contact center transformations

Success Profile

• Delivers high-quality solutions aligned to sprint goals
• Demonstrates ownership from design through production support
• Actively adopts and champions AI-first development practices
• Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement
• Contributes to engineering innovation, speed, and quality
• Balances delivery velocity with long-term architectural integrity

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