Role Summary

We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform, primarily Amazon Connect.

The ideal candidate combines strong hands-on engineering experience in Python, DevOps, and cloud-native architectures with experience in contact center technologies. We have a strong AI-first engineering mindset and are seeking engineers experienced with or eager to adopt AI-driven development practices and tooling.

Key Responsibilities

Software Engineering and Development

• •Develop, test, and maintain Contact Center solutions within Amazon Connect using Amazon Flow builder, Lambda, and DynamoDB
• •Support IVR and contact flow development, routing logic and telephony integrations, and voice, chat, and email channel capabilities
• •Contribute to contact center migration and modernization efforts
• •Design integrations across contact center platforms and enterprise systems
• •Build and maintain APIs, microservices, and serverless solutions
• •Ensure solutions meet performance, scalability, and security standards

AWS and Cloud Engineering

• •Implement solutions using AWS services including IAM, Lambda, API Gateway, S3, DynamoDB, and RDS

AI-First Engineering

• •Leverage AI tools to accelerate development productivity and quality
• •Apply AI-assisted approaches for code generation and refactoring, test case generation and defect analysis, and documentation and knowledge sharing
• •Contribute to building and integrating AI-enabled capabilities within customer experience platforms such as routing intelligence, automation, and insights

Agile Delivery

• •Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments
• •Participate in Agile ceremonies including planning, stand-ups, retrospectives, and demos
• •Deliver working, production-ready software each sprint

Quality and Engineering Excellence

• •Develop and maintain automated unit and integration tests
• •Participate in code reviews and enforce standards
• •Troubleshoot defects and perform root cause analysis
• •Ensure adherence to definition of done and quality benchmarks

Required Skills and Experience

• •Hands-on experience with Amazon Connect or similar CCaaS platforms such as Genesys Cloud, NICE, or Five9
• •Knowledge of IVR and contact flows, routing logic, telephony integrations, and omni-channel customer experience solutions
• •Hands-on experience with AWS services: IAM, Lambda, API Gateway, DynamoDB, S3, and RDS
• •Experience with CI/CD tooling including Jenkins and AWS CodePipeline (CodeBuild and CodeDeploy preferred)
• •Strong understanding of version control with Git
• •Experience working in Agile environments (Scrum or Kanban) using tools such as Jira or Rally
• •Strong analytical, problem-solving, communication, and collaboration skills

Preferred Qualifications

• •Experience with event-driven architectures using Kafka, SNS, or SQS
• •Experience with observability tools such as CloudWatch or Splunk
• •Experience with Infrastructure as Code using Terraform or CloudFormation
• •AWS certifications such as Developer or Solutions Architect
• •Experience in large-scale cloud or contact center transformations

Success Profile

• •Delivers high-quality solutions aligned to sprint goals
• •Demonstrates ownership from design through production support
• •Actively adopts and champions AI-first development practices
• •Team player who steps into any gap to create momentum and advance team capability
• •Contributes to engineering innovation, speed, and quality
• •Balances delivery velocity with long-term architectural integrity