Amazon Connect)

NTT DATA Services•Plano, TX

1d•$102,675 - $136,900•Hybrid

About The Position

Join our team in a hybrid role where you'll help design and build innovative contact center and workforce management solutions that power exceptional customer experiences. Leveraging technologies such as Java, Spring Boot, AWS, and Amazon Connect, you'll develop scalable cloud-native applications, integrate enterprise platforms, and drive workforce optimization initiatives in a collaborative Agile environment.

Requirements

Experience with Angular or React for front-end development.
Familiarity with Node.js for API integrations and middleware development.
Experience building and deploying applications on AWS, Docker, and Kubernetes, which support scalable and flexible cloud-native applications.
Prior experience with Workforce Management (WFM) platforms and CCaaS (Contact Center as a Service) solutions such as Amazon Connect, Genesys, NICE, Five9, or similar.
Experience integrating WFM solutions with Amazon Connect, including handling agent, scheduling, and call volume data.
Understanding of contact center operations, workforce forecasting, scheduling, and adherence management.
Knowledge of contact center routing and omnichannel customer engagement platforms.
Expertise with Google OR-Tools for modeling workforce management scheduling optimizations and contact center routing development expertise.
Experience in voice/telephony development, particularly with Kamailio/FreeSWITCH, and cloud-native full stack software engineering are essential.
5+ years of experience in Java Full Stack Development.
5+ years of strong hands-on experience with Java, Spring Boot, and modern API-driven application development, including Microservices, REST APIs, or web services.
3+ years of experience building and deploying cloud-native applications using AWS, and containerization technologies such as Docker and/or Kubernetes.
5+ years of experience working in Agile/Scrum environments and collaborating with cross-functional teams.
1+ years of hand-on experience utilizing AI Dev Assist tools in the SDLC to accelerate development

Nice To Haves

WFM + CCaaS domain experience and Amazon Connect integration expertise.

Responsibilities

Design, develop, and maintain Java/Spring Boot microservices and full-stack applications using Angular or React.
Build and integrate scalable REST APIs with WFM and CCaaS platforms, including Amazon Connect.
Develop solutions for workforce forecasting, scheduling, adherence, and real-time workforce management.
Collaborate with business and operations teams to understand contact center requirements and implement scalable solutions.
Integrate and process contact center data such as call volumes, agent performance metrics, schedules, and real-time agent states.
Develop and enhance contact center routing and customer interaction workflows.
Utilize Node.js for integrations, middleware services, and real-time communication components.
Design and implement cloud-native applications using AWS, Docker, and Kubernetes.
Participate in system design, code reviews, testing, deployment, and production support.
Work closely with QA teams to ensure application quality and automation coverage.
Contribute to workforce optimization initiatives using OR-Tools and scheduling optimization models.
Support voice and telephony integrations involving Amazon Connect, SIP, Kamailio, or FreeSWITCH where applicable.
Follow Agile/Scrum methodologies and collaborate with cross-functional teams to deliver solutions on time.