SrTelephonyAmazon ConnectEngineer -

Location: Remote - with occasional 1-2 times per year travel

Salary: Max upto $150K - DOE Competitive + Benefits (Please mention what you would be happy with)

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.

What You'll Do In This Role

• 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).

What We're Looking For

• 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
• Expertise in:

o Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.

o Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.

o AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.

o Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.

o 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.

Job Requirements

• End-to-end ownership of development tasks
• Understanding of Salesforce from a Service Cloud Voice and omni-channel perspective
• Participation in support rotation and handling customer inquiries
• Involvement in small enhancements and production support
• Ability to work on declarative call center flows and custom Lambda functions

Must-Have Technical Skills

• Strong Lambda development experience
• Extensive Amazon Connect experience
• Proficiency with various AWS services (S3, Dynamo, Lambda, Lex)
• Python programming skills (most Lambda functions are written in Python
• Experience developing serverless code
• Salesforce knowledge, particularly related to Service Cloud Voice

Nice-to-Have Skills and Experience

• Experience with Agentforce (AI capabilities)
• Familiarity with other CCaaS solutions (e.g., Genesys)
• Background in managing call center environments
• CI/CD experience
• Experience integrating analytics services (e.g., Athena, Snowflake, Databricks)

How we work

• We are a Scrum team with 2-week sprints. The team is mostly remote with heavy usage of MS Teams and Slack for collaboration.
• On-call: Required. Rotational after-hours support until 7 pm CST and participation in production releases and major incident response.

Other Requirements: Criminal background check required.