Sr Unified Communications Contact Center Developer

Pacific Life•Charlotte, NC

31d

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Senior Unified Communications Engineer to join our Unified Communications/Voice in Charlotte, NC. As a Contact Center Developer, you’ll move Pacific Life, and your career, forward by providing technical and development oversight for Pacific Life’s AWS Connect Contact Center platform and related customer engagement systems. This role centers on planning, implementing, and optimizing cloud-based contact center solutions to meet division and company business requirements. Key functional areas include AWS Connect Contact Center, IVR, and the integration of advanced technologies such as AI, Speech Recognition, Voice Biometrics, and CRM systems, supporting Pacific Life’s divisions and subsidiaries. Your expertise contributes directly to our mission, driving technological excellence and impact. You will fill a new role that sits on a team of 7 people in the Pacific Life Technology division. Your colleagues will include Senior level engineers and developers. The UC team works closely as a cohesive unit and consistently practices teamwork and collaboration in support of our divisions.

Requirements

3+ years of experience supporting cloud contact center services, with hands-on expertise in AWS or similar platforms.
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting in a cloud environment is desirable
Proficiency in programming languages such as JavaScript, Python, Terraform, and frameworks/tools relevant to cloud development (Serverless Framework, AWS CLI, NPM).
Experience integrating CRM systems (Salesforce, ServiceNow) and analytical reporting tools.
Strong problem-solving, communication, and collaboration skills; able to translate complex technical concepts for business stakeholders.
General knowledge of network and security infrastructure as it relates to real-time communications and cloud services is ideal, but not required.
Familiarity with security and network infrastructure as it relates to cloud communications.
Experience with peripheral applications and documentation best practices.
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting.
Experience with a range of AWS services - specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.
Basic understanding/knowledge of the AWS ecosystem.
Development experience with tools such as the Serverless Framework, NPM, and the AWS CLI.
Background utilizing Microsoft Office tools (O365).

Responsibilities

Architect, develop, and support cloud contact center solutions, focusing on platforms such as AWS Connect and related services.
Advance the integration of complex technologies (AI, Speech Recognition, Voice Biometrics, IoT) to enhance customer experience and operational efficiency.
Collaborate with cross-functional teams to define requirements, design complex call flows, and implement omni-channel capabilities (email, chat, web, click-to-dial).
Drive automation and analytics initiatives, utilizing tools for workforce management, call recording, and customer journey mapping.
Maintain documentation, capture business processes, and create training materials to support ongoing development and knowledge sharing.

Benefits

Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation

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