Sr Unified Communications Contact Center Developer
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 cloud Contact Center Developer to join our Unified Communications/Voice team onsite in Charlotte, NC , Omaha, NE, or Newport Beach, CA. As a Contact Center Developer, you’ll provide technical and development oversight for Pacific Life’s AWS Connect Contact Center platform and related customer engagement systems planning, implementing, and optimizing cloud-based contact center solutions to meet business needs. You’ll help deliver capabilities across AWS Connect, IVR, and integrations with technologies such as AI, speech recognition, voice biometrics, and CRM. This job is on the Unified Communications team within Pacific Life Technology, partnering closely with senior engineers/developers in a highly collaborative environment.
Requirements
- 3+ years supporting or developing cloud contact center solutions (AWS Connect or similar).
- Experience designing contact center call flows/IVR, routing, queues, and analytics/reporting in a cloud environment.
- Proficiency in JavaScript and/or Python; familiarity with infrastructure-as-code and automation tools (e.g., Terraform, Serverless Framework, AWS CLI).
- Experience integrating CRM systems (e.g., Salesforce, ServiceNow) and reporting/analytics tools.
- Strong problem-solving, communication, and collaboration skills; able to translate technical concepts for business stakeholders.
Nice To Haves
- Working knowledge of network and security concepts related to real-time communications and cloud services (preferred).
- Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines).
Responsibilities
- Architect, develop, and support cloud contact center solutions, including AWS Connect and related services.
- Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations.
- Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial).
- Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics).
- Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support.
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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
