Amazon Connect Engineer - Remote Fulltime (USC & GC only)

Lenmar Consulting Inc. • Des Moines, IA

81d

About The Position

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.

Requirements

• 5 - 10+ years in telephony/contact center engineering.
• 3+ years hands-on with Amazon Connect.
• 2+ years with Salesforce Service Cloud Voice.
• Expertise in Amazon Connect features such as contact flows, routing, queues, CTRs, Contact Lens, outbound, and call recording.
• Experience with Salesforce Voice/Service Cloud including Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
• Proficiency in AWS services including Lambda, API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, and Secrets Manager.
• Strong understanding of telephony fundamentals including SIP, RTP, PSTN, number management, QoS, and jitter/packet loss mitigation.
• Experience with integrations/APIs such as REST/GraphQL, OAuth/SAML/JWT, and event-driven architectures.
• Strong grasp of security, compliance, and data governance.
• Excellent communication and stakeholder management skills.
• Agile/scrum experience.

Nice To Haves

• Agentforce Experience.
• Infrastructure as Code and CI/CD for contact center infrastructure.
• IaC/DevOps experience with CloudFormation/CDK/Terraform, Git, CI/CD, and automated testing.
• Experience in the financial services industry (contact center operations).
• Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
• Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
• Experience with real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
• Knowledge of SSO/identity (Okta/Azure AD) and enterprise change/release management.

Responsibilities

• Co-lead design, development, and optimization of Amazon Connect contact center.
• Manage voice architecture, IVR/contact flows, CTI, and analytics.
• Work closely with data/integration team.
• Blend hands-on engineering with solution architecture.
• Ensure security and reliability of telephony systems.
• Lead cross-functional teams.

What This Job Offers

• Career Level: Senior
• Number of Employees: 501-1,000 employees