Sr. Amazon Connect Developer - Remote

Title: Sr. Amazon Connect Developer
Location: Remote
Target Start Date: 11/3/25
Type: Direct Hire
Pay: $140,000 - $160,000

Selling Point on Client: This company offers a competitive benefit package that includes: 100% company-funded ESOP retirement plan, 1?2 day Fridays all year long, bonuses, and a great culture.

Job Description:

• We're seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice. You'll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team. This role blends hands-on engineering with solution architecture, security, reliability, and cross-functional leadership.

Responsibilities:

• Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.
• Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
• Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.
• Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).
• Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.
• Participate in an on-call rotation and support after-hours production releases.
• Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers.
• Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.
• Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.
• Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance).

Required Skills:

• 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
• Expertise in:
  • Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
  • Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
  • AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
  • Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
  • Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
• Strong grasp of security, compliance, and data governance.
• Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
• Agile/scrum experience

Bonus Skills:

• Agentforce Experience
• Infrastructure as Code and CI/CD for contact center infrastructure.
• IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
• Financial services industry experience (contact center operations).
• Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
• Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
• Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
• SSO/identity (Okta/Azure AD) and enterprise change/release management.

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