Senior Amazon Connect Developer

RESPONSIBILITIES:
Kforce has a client in West Des Moines, IA that is seeking a Senior Telephony Engineer to co-lead the design, development, and optimization of an Amazon Connect contact center integrated with Salesforce Service Cloud Voice. This role combines hands-on engineering with solution architecture, security, reliability, and cross-functional leadership.

Key Responsibilities:
* Own architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice
* Design and maintain contact flows, routing strategies, Lex bots, call recording/transcription, and analytics
* Configure Salesforce Voice: Omni-Channel routing, agent setup, call controls, transcripts, and reporting
* Build integrations using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3) and Salesforce APIs
* Provide production support, participate in on-call rotation, and assist with incident response
* Establish observability, SLIs/SLOs, and automate alerts/dashboards
* Collaborate with Network/Security teams for QoS and IAM best practices

REQUIREMENTS:
* Salesforce and AWS certifications
* 5-10+ years of experience with telephony/contact center engineering
* 3+ years of experience with Amazon Connect; 2+ years with Salesforce Service Cloud Voice
* Strong knowledge of SIP, RTP, PSTN, QoS
* Experience with REST APIs, event-driven architectures, and security best practices
* Excellent communication and stakeholder management skills
* Agile/Scrum experience
* Agentforce experience
* Exposure to other CCaaS platforms (Genesys, Five9, Twilio)

Expertise in:
* Amazon Connect (flows, routing, CTRs, Contact Lens)
* Salesforce Voice (Omni-Channel, agent setup, analytics)
* AWS services (Lambda, API Gateway, EventBridge, DynamoDB, S3)

Experience with:
* IaC/DevOps (CloudFormation, Terraform, CI/CD)
* Real-time analytics tools (Athena, QuickSight, Snowflake)

Work Environment:
* Scrum team with 2-week sprints
* Mostly remote; Collaboration via MS Teams and Slack
* On-call rotation required for after-hours support

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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