Senior Amazon Connect Developer

Sammons Financial Group-posted 2 months ago
$82,654 - $172,197/Yr
Full-time • Senior
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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.

  • Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.
  • Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
  • Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.
  • Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).
  • Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.
  • Participate in an on-call rotation and support after-hours production releases.
  • Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers.
  • Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.
  • Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.
  • Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance).
  • 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: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
  • Expertise in Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
  • Expertise in AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
  • Strong understanding of telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
  • Experience with Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
  • Strong grasp of security, compliance, and data governance.
  • Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
  • Agile/scrum experience.
  • Agentforce Experience
  • Infrastructure as Code and CI/CD for contact center infrastructure.
  • IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
  • Financial services industry experience (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.
  • Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
  • SSO/identity (Okta/Azure AD) and enterprise change/release management.
  • Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
  • Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan.
  • Healthy balance between work and personal lives with Friday afternoons off all year long.
  • Competitive PTO and generous number of paid holidays.
  • Incentive program for defined goals subject to eligibility and performance.
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