Lead Software Engineer (Contact Center Modernization, AWS & AI)

U.S. Bank • Irving, TX

1d • $133,365 - $156,900 • Hybrid

About The Position

This position will be responsible for the analysis, design, testing, development and maintenance of best in class software experiences. The candidate is a self-motivated individual who can collaborate with a team and across the organization. The candidate takes responsibility of the software artifacts produced adhering to U.S. Bank standards in order to ensure minimal impact to the customer experience. The candidate will be adept with the agile software development lifecycle and DevOps principles.

Requirements

• Bachelor’s degree, or equivalent work experience
• Six to eight years of relevant experience

Nice To Haves

• Strong hands-on AWS experience with expertise in Amazon Connect, Lambda, API Gateway, DynamoDB, S3, Kinesis, IAM, and cloud-native architectures.
• Proficiency in Java, Python, Node.js, and/or React, with experience developing and supporting cloud-based applications.
• Proven ability to architect scalable, resilient, fault-tolerant, and high-availability systems using multi-AZ and multi-region AWS environments.
• Experience with Generative AI, Conversational AI, Amazon Lex, AWS Bedrock, Contact Lens, Agent Assist, prompt engineering, and responsible AI governance.
• Strong experience designing and supporting Contact Center platforms, omnichannel solutions, telephony systems, and CRM integrations including Salesforce and ServiceNow.
• Strong background in real-time data streaming, event-driven architectures, analytics platforms, and enterprise-scale system integrations.
• Experience leading cloud modernization, platform transformation, and large-scale enterprise technology initiatives.
• Hands-on experience with APIs, middleware, Terraform, Kubernetes, Spring Boot, Tibco, and infrastructure automation tools.
• Knowledge of security, compliance, and regulatory requirements within financial services or other highly regulated environments, including experience with tools such as Fortify, Black Duck, Twistlock, and Wiz.
• Proven success in technical leadership, platform ownership, incident management, and leading distributed onshore/offshore teams, vendor partnerships, and complex delivery programs.

Responsibilities

• Lead the modernization and transformation of enterprise Contact Center platforms, ensuring uninterrupted business operations and service availability.
• Drive the adoption of AWS cloud technologies, Generative AI, AWS Bedrock, and Amazon Connect Contact Lens to improve platform capabilities and customer experiences.
• Design and influence scalable, resilient, and fault-tolerant architectures leveraging multi-AZ and multi-region AWS environments.
• Architect and support AWS-based Contact Center solutions utilizing Amazon Connect, serverless technologies, and cloud-native services.
• Lead complex integrations across CRM platforms, telephony systems, data platforms, and other critical enterprise applications.
• Design and deliver AI-powered Contact Center solutions, including Conversational AI, virtual assistants, voice/chat bots, and Agent Assist capabilities.
• Develop and implement Agentic AI workflows, including multi-agent orchestration, tool integration, and intelligent automation solutions.
• Establish and enforce engineering best practices related to software design, code quality, security, performance, and operational excellence.
• Partner with Product, Architecture, Operations, and Business Leaders to align technology strategy and delivery with organizational objectives.
• Lead incident management, platform reliability initiatives, and continuous improvement efforts while supporting delivery across blended employee, contractor, and vendor teams.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Senior