Lead Software Engineer - Amazon Connect

Job Title: Lead Software Engineer Amazon Connect

Location: Boston, Massachusetts

Primary Skill: Amazon Redshift, Pega, SDLC CM

Job Description

We are seeking a Lead Software Engineer with strong expertise in Amazon Connect and cloud-based contact center engineering. The role involves designing, developing, and optimizing call flows, IVR systems, conversational AI experiences, and integrating NLP/ML frameworks into telephony workflows.

The ideal candidate has a strong background across AWS services, full-stack development, VoIP/SIP technologies, and CI/CD automation.

Responsibilities

• Design, develop, and maintain contact center solutions using Amazon Connect, Lambda, EventBridge, CloudWatch, CloudFormation, and Cloud Logging.
• Build/optimize call flows, routing logic, and IVR-to-bot migration workflows.
• Implement prompt engineering, conversational AI, and NLP/ML integrations.
• Develop applications using JavaScript, ReactJS, Node.js.
• Integrate RESTful APIs and middleware services.
• Configure/manage VoIP, SIP, SIP clusters, and SBCs.
• Use GitHub and GitHub Actions for CI/CD automation.
• Monitor and troubleshoot production issues using AWS logging/monitoring tools.

Required Qualifications

• Bachelor's degree in an IT-related field.
• 5+ years of Software Engineering experience.
• Strong hands-on experience with Amazon Connect, AWS Lambda, EventBridge, Notification Services, CloudWatch, Cloud Logging, CloudFormation.
• Proficiency in JavaScript, ReactJS, Node.js.
• Strong understanding of VoIP, SIP, SIP Clusters, SBCs.
• Experience designing and building call flows in contact center systems.
• Expertise in prompt engineering, NLP, and ML frameworks.
• Strong knowledge of RESTful API integrations.
• Excellent communication & collaboration skills.

Nice to Have

• Java development experience.
• IVR systems & IVR-to-bot migration exposure.
• Test automation experience.
• Knowledge of Google Cloud Platform, Azure, Splunk.
• Experience with Salesforce or Pega.