Software Engineer – Contact Center

CRC Group • Charlotte, NC

98d

About The Position

The position is for a Contact Center Software Engineer responsible for CRC Contact Center applications (AWS Connect). The role involves delivering technically complex solutions and performing system integration support for all project work. The engineer will consult and partner with business product owners to understand the end goal and offer solutions and recommendations during the design.

Requirements

• Bachelor’s Degree and six to ten years of experience or equivalent education and software engineering training or experience.
• Strong proficiency in AWS services (Lambda, S3, DynamoDB, CloudFormation).
• Experience with contact center technologies and telephony systems.
• Understanding of key business processes and competitive strategies related to the IT function.
• Ability to plan and manage projects and solve complex problems by applying best practices.
• Solid understanding of REST APIs, microservices, and event-driven architectures.
• Ability to provide direction and mentor less experienced teammates.
• Ability to interpret and convey complex, difficult, or sensitive information.

Responsibilities

• Design and implement contact center solutions using Amazon Connect, Lambda, Lex, S3, and other AWS services.
• Develop and maintain custom contact flows, IVR systems, and routing profiles.
• Build and integrate APIs to connect Amazon Connect with internal systems and third-party platforms (e.g., CRMs).
• Integrate AWS Connect with enterprise systems using RESTful APIs and event-driven architectures.
• Automate deployment and configuration using CI/CD tools (e.g., Jenkins, GitHub Actions, Terraform).
• Troubleshoot and resolve production issues related to call routing, latency, and system performance.
• Ensure secure access and data handling using IAM roles, encryption, and compliance best practices.
• Lead and participate in the development, testing, implementation, maintenance, and support of highly complex solutions in adherence to company standards.
• Build non-functional monitoring capabilities and provide escalated support for highly complex applications in production.
• Build in and maintain security controls and monitoring in support of company standards.
• Typically lead moderately complex projects and participate in larger, more complex initiatives.
• Solve complex technical and operational problems.
• Act as a resource for teammates with less experience and may oversee the work of a small team.
• In an Agile environment, responsible for delivering high quality working software and automating manual/reusable tasks.
• Engage with the business from the beginning of the design work and leverage continuous engineering practices.
• Actively participate in refining user stories and responsible for design, developing, and maintaining automated unit testing.
• Provide automated monitoring capabilities, warranty support, and knowledge transfer to production support.
• Develop code in accordance with the acceptance criteria established by the Product Owner.

Benefits

• Access to medical, dental, vision, life, disability, and AD&D insurance.
• Tax-advantaged savings accounts.
• 401(k) plan with company match.
• Generous paid time off programs, including company holidays, vacation and sick days, new parent leave.
• Eligible positions may qualify for restricted stock units and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree