Position Details

Salary $116K – $174K USD / year

Type Not Specified

Experience lead

Exp. Years 8+ years

Education Bachelor's degree in Computer Science, Information Technology, or a related field

Category Software Engineering

About this role

Lead the design and development of Amazon Connect solutions focused on the agent desktop experience. You will build native Agent Workspace views, implement Customer Profiles-driven screen pops, and integrate real-time APIs with AWS services while meeting enterprise security and performance standards.

Key Responsibilities

Lead the design and development of native Agent Workspace desktop views and third party (3P) applications
Implement Customer Profiles–driven screen pops and contextual agent views
Oversee integration of real-time enterprise/LOB APIs and AWS services (Amazon Lex, AWS Lambda, Amazon S3, Amazon Kinesis)
Optimize UI performance for fast, predictable agent experiences
Ensure scalability, reliability, and performance of contact center solutions

Technical Overview

Amazon Connect technical leadership role emphasizing low-latency screen pops and Customer 360 context using Amazon Connect Customer Profiles and native workspace extensibility. Requires integration with real-time enterprise/LOB APIs and AWS services including Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis, plus strong knowledge of AWS Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch, SQS, KMS, and Terraform-based Infrastructure as Code.

Ideal Candidate

The ideal candidate is an AWS and Amazon Connect technical leader with 8+ years of cloud software development experience. They have hands-on experience building Amazon Connect agent experiences (native Agent Workspace desktop views, screen pops) and integrating real-time APIs with services like AWS Lambda, Amazon Lex, Amazon S3, and Amazon Kinesis. They bring strong UI performance optimization, security/PII handling, and Terraform-based Infrastructure as Code experience, along with an AWS certification.

Must-Have Skills

Amazon ConnectAWS certification is required8+ years of experience in software development and cloud computingExtensive experience with Amazon Web Services (AWS)particularly Amazon Connect.Strong knowledge of AWS services such as AWS LambdaAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSand S3.Strong familiarity with Amazon Connect contact flowsattributesqueuesand routingProficient in Infrastructure as Code (IaC) such as Terraform

Tools & Platforms

Amazon ConnectAmazon LexAWS LambdaAmazon S3Amazon KinesisAWSAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSTerraformInfrastructure as Code (IaC)

Required Skills

Amazon ConnectAmazon Connect Customer Profilesnative Agent Workspace desktop viewsnative workspace extensibilityscreen popsCustomer 360real-time API integrationsAmazon LexAWS LambdaAmazon S3Amazon KinesisUI performance optimizationsecure compliant handling of customer and PII datacode reviewstroubleshooting AWS servicesAWS LambdaAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSS3Infrastructure as Code (IaC)Terraformcontact flowsattributesqueuesroutingscalabilityreliabilityperformance

Hard Skills

Amazon ConnectAmazon Connect Customer ProfilesAmazon Connect contact flowsAmazon Connect attributesAmazon Connect queuesAmazon Connect routingnative Agent Workspace desktop viewsnative workspace extensibilityscreen popsCustomer 360real-time API integrationslow-latencyAmazon LexAWS LambdaAmazon S3Amazon KinesisAWSInfrastructure as Code (IaC)TerraformAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMScode reviewsUI performance optimizationsecurity best practicessecurecompliant handling of customer and PII dataPII data handlingtroubleshooting AWS servicescontact center solutionsscalabilityreliabilityperformance

Soft Skills

technical guidance and mentorshipleading technical projects and teamscross-functional collaborationgather requirementsdeliver solutionsexcellent problem-solving skillscommunication and collaboration skillscode review feedbackstakeholder managementability to stay updated with latest AWS technologies

Certifications

Required

AWS certification

Industry & Role

Industry Insurance

Job Function Design and lead Amazon Connect (AWS) solutions that deliver low-latency agent desktop experiences with secure, scalable customer context.

Role Subtype Platform Engineer

Tech Domains Amazon Web Services

Keywords for Your Resume

Staff Software EngineerAmazon Connect Tech LeadAmazon ConnectAmazon Connect Customer ProfilesCustomer 360native workspace extensibilityreal-time API integrationsscreen popslow-latencyAmazon LexAWS LambdaAmazon S3Amazon KinesisAWSAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSInfrastructure as Code (IaC)TerraformAWS certification

Deal Breakers

AWS certification is required, 8+ years of software development and cloud computing experience, Extensive experience with Amazon Web Services (AWS), particularly Amazon Connect, Strong familiarity with Amazon Connect contact flows, attributes, queues, and routing, Proficiency in Infrastructure as Code (IaC) such as Terraform

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