IVR / Contact Center Application Developer

Role: IVR / Contact Center Application Developer

Location: Remote

Job type: Contract

Role Summary:

We are seeking an experienced IVR / Contact Center Application Developer with strong expertise in Java, Spring Boot, AWS, and contact center technologies. The ideal candidate will design, develop, integrate, and support IVR and customer interaction solutions using Amazon Connect, Amazon Lex, and Genesys Cloud Architect, while building scalable backend services and APIs that support enterprise customer service operations. This role requires hands-on development experience, strong integration skills, and the ability to support solutions throughout the software development lifecycle.

Key Responsibilities:

• Design, develop, and maintain enterprise-grade applications using Java, Spring Boot, and microservices architecture.
• Develop, enhance, and support RESTful APIs to facilitate integration between contact center platforms and enterprise applications.
• Design and implement IVR, call routing, and customer self-service workflows using Amazon Connect and Genesys Cloud development.
• Integrate IVR applications with backend services, databases, CRM systems, and third-party platforms.
• Build and support backend services that enable real-time customer interactions and transaction processing.
• Configure and maintain contact center routing strategies, queues, prompts, call flows, and customer experience workflows.
• Analyze call flow performance, routing effectiveness, and customer interaction metrics to identify optimization opportunities.
• Support enhancements, troubleshooting, testing, and production deployments for Amazon Connect and Genesys Cloud solutions.
• Design, develop, and maintain Node.js-based services supporting cloud-native and event-driven architectures.
• Develop AWS-based solutions utilizing services such as Lambda, API Gateway, SQS, SNS, DynamoDB, S3, CloudWatch, and IAM.
• Monitor, troubleshoot, and optimize application performance to ensure reliability, scalability, and high availability.
• Investigate production issues, perform root cause analysis, and implement corrective and preventive solutions.
• Participate in code reviews and enforce software engineering best practices, coding standards, and security guidelines.
• Support CI/CD deployment processes and automated release management across environments.
• Collaborate with business analysts, architects, product owners, QA teams, and stakeholders to translate business requirements into technical solutions.
• Create and maintain technical documentation, solution designs, API specifications, and operational runbooks.
• Participate in Agile ceremonies, including sprint planning, estimation, backlog grooming, and retrospectives.

Required Skills & Qualifications:

• 5+ years of experience in Java application development.
• Strong experience with Java, Spring Boot, REST APIs, and Microservices architecture.
• Hands-on experience with Amazon Connect and/or Genesys Cloud development.
• Experience developing and supporting IVR and contact center solutions.
• Strong understanding of customer interaction workflows, call routing, and contact center operations.
• Experience integrating APIs, databases, CRM platforms, and third-party applications.
• Proficiency in Node.js development.
• Experience with AWS cloud services and cloud-native application development.
• Knowledge of API security, OAuth, JWT, and authentication/authorization mechanisms.
• Experience with GitHub, source control management, branching strategies, and CI/CD pipelines.
• Strong troubleshooting, debugging, and production support experience.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications:

• Experience with healthcare, payer, provider, or customer service environments.
• Experience with Amazon Lex integration for self-service customer interaction solutions.
• Knowledge of event-driven architectures and messaging frameworks.
• AWS or Genesys Cloud certifications.
• Experience with monitoring and observability tools such as CloudWatch, Splunk, Dynatrace, or New Relic.
• Exposure to Docker, Kubernetes, and containerized deployments.

Nice-to-Have Skills:

• Amazon Connect
• Genesys Cloud
• Amazon Lex
• AWS Lambda
• API Gateway
• Node.js
• Spring Boot
• Microservices
• Contact Center Integrations
• CRM Integrations (Salesforce, ServiceNow, Dynamics 365)
• CI/CD & DevOps Practices