Senior Amazon Connect Developer

Overview

Hybrid
Depends on Experience
Full Time

Skills

AzureDevOps
Azure
Salesforce

Job Details

Opportunity: Senior Amazon Connect Engineer
Status: Full-Time
Location: Des Moines, Iowa, OR, remote with some business travel to Iowa required.
No 3rd Party sponsorship at this time

We’re looking for a Senior Amazon Connect Engineer to co-lead the design, development, and optimization of a cloud-based contact center built on Amazon Connect and Salesforce Service Cloud Voice. This role blends hands-on engineering with solution architecture, security, and cross-functional leadership. You’ll own the telephony solution end-to-end, integrating backend platforms with CRM systems to support call center operations.

Key Responsibilities

  • Architect and maintain Amazon Connect and Salesforce Voice platforms with a focus on scalability, reliability, and security.
  • Build and manage contact flows, routing strategies, Lex bots, call recording, and analytics using AWS services.
  • Develop Lambda functions (Python/Node.js) to extend contact center functionality.
  • Configure Salesforce Voice features including Omni-Channel routing, agent setup, and call controls.
  • Integrate AWS and Salesforce platforms using APIs, Platform Events, and event-driven services.
  • Support production environments, participate in on-call rotation, and lead incident response and root cause analysis.
  • Collaborate with security, network, and data teams to ensure compliance, observability, and performance.
  • Deliver dashboards and reporting for operational metrics like AHT, ASA, and agent performance.

What You Bring

  • 5–10+ years in telephony/contact center engineering.
  • 3+ years hands-on with Amazon Connect.
  • Advanced AWS Lambda development experience (Python or Node.js).
  • Working knowledge of Salesforce Service Cloud and Omni-Channel.
  • Strong understanding of telephony fundamentals (SIP, RTP, PSTN, QoS).
  • Experience integrating backend systems with CRM platforms in a call center environment.
  • Excellent communication and stakeholder management skills.

Preferred Experience

  • Experience with Agentforce or other CCaaS platforms (Genesys Cloud, Five9, NICE CXone).
  • Familiarity with Infrastructure as Code (CloudFormation, CDK, Terraform) and CI/CD pipelines.
  • Background in financial services or regulated industries.
  • Certifications in Salesforce or AWS.
  • Exposure to analytics platforms (Athena, QuickSight, Snowflake) and identity systems (Okta, Azure AD).
No 3rd Party sponsorship at this time
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