Position Details

Salary $116K – $174K USD / year

Type Full-Time

Experience senior

Exp. Years 8+ years

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

Category System Administration

About this role

This Staff Software Engineer role leads the design and optimization of cloud-based contact center solutions using Amazon Connect. The work focuses on the agent desktop experience, including low-latency screen pops and Customer 360 context using customer profiles and real-time API integrations.

Key Responsibilities

Lead design and development of native Agent Workspace and third party applications
Implement Amazon Connect Customer Profiles-driven screen pops and contextual views
Integrate real-time enterprise/LOB APIs and AWS services to enrich profile data
Optimize UI performance and ensure scalability, reliability, and performance
Enforce security best practices for customer and PII data; perform code reviews and mentoring

Technical Overview

You will build native Agent Workspace desktop views and third party applications, integrate AWS services (Amazon Lex, AWS Lambda, Amazon S3, Amazon Kinesis) and AWS service data stores/messaging (API Gateway, DynamoDB, EventBridge, CloudWatch, SQS, KMS). You will implement Infrastructure as Code with Terraform, enforce secure PII handling, and ensure scalability and resiliency of contact center workflows and routing.

Ideal Candidate

The ideal candidate is a senior software engineer with 8+ years building cloud contact center solutions using Amazon Connect. They have deep AWS experience (Lambda, API Gateway, DynamoDB, Kinesis, SQS, KMS, S3), can design native Agent Workspace experiences with low-latency screen pops, and hold the required AWS certification.

Must-Have Skills

Amazon Web Services (AWS)Amazon ConnectAWS certification is requiredAWS LambdaAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSAmazon S3Amazon Connect contact flowsattributesqueuesand routingInfrastructure as Code (IaC) such as Terraformlead technical projects and teamscode reviews

Nice-to-Have Skills

Experience supporting Step by Step Guidesnative workspace features

Tools & Platforms

Amazon ConnectAmazon Web Services (AWS)Amazon LexAWS LambdaAmazon S3Amazon KinesisAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSTerraform

Required Skills

Amazon ConnectAmazon Connect Customer Profilesnative Agent Workspacescreen popsreal-time API integrationsAmazon LexAWS LambdaAmazon S3Amazon KinesisAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSInfrastructure as Code (IaC)Terraformcode reviewssecure pii handling

Hard Skills

design and developmentnative Agent Workspace desktop viewsthird party (3P) applicationsAmazon ConnectAmazon Connect Customer Profilesscreen popsCustomer 360real-time API integrationsreal-time enterprise/LOB APIsAmazon LexAWS LambdaAmazon S3Amazon KinesisAmazon LexAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSAWS securitysecurecompliant handling of customer and PII dataInfrastructure as Code (IaC)TerraformAmazon Connect contact flowsattributesqueuesroutingcode reviewstroubleshooting complex technical issues

Soft Skills

technical guidance and mentorshipcross-functional collaborationcommunication and collaborationstakeholder managementrequirements gatheringmentorshipproblem-solving

Certifications

Required

AWS certification

Industry & Role

Industry Insurance

Job Function Lead Amazon Connect engineering for agent workspace experiences and real-time integrations.

Role Subtype Platform Engineer

Tech Domains Amazon Web Services, Cybersecurity, Cloud & Infrastructure, SQL / PostgreSQL, Python

Keywords for Your Resume

Staff Software EngineerAmazon Connect Tech LeadStaff Software Engineer - Amazon Connect REMOTEAmazon ConnectAmazon Connect Customer ProfilesCustomer 360agent’s desktop experiencenative Agent Workspacethird party (3P) applicationsscreen popsreal-time API integrationsreal-time enterprise/LOB APIsAmazon LexAWS LambdaAmazon S3Amazon KinesisAWS servicesAPI GatewayDynamoDBEventBridgeCloudWatchSQSKMSAmazon Connect contact flowsattributesqueuesroutingInfrastructure as Code (IaC)Terraformcode reviewsAWS certification

Deal Breakers

Must have extensive experience with Amazon Web Services (AWS), particularly Amazon Connect, Must have AWS certification (explicitly required)

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