Amazon Connect Developer

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

Requirements

• 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
• About Us | Our Culture | What It's Like to Work Here

Additional Information

IND Staff Software Engineer - GCC011 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.

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