Staff Software Engineer - Amazon Connect REMOTE
About The Position
Staff Software Engineer - IE07IE We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. We are seeking a highly skilled and experienced Amazon Connect Tech Lead to join our dynamic team. As a Tech Lead, you will be responsible for leading the design, implementation, and optimization of cloud-based contact center solutions using Amazon Connect, with a focus on the agent’s desktop experience. You will work closely with cross-functional teams to deliver scalable and reliable solutions that enhance customer experience and drive business outcomes. This role focuses on delivering low-latency screen pops and Customer 360 context by leveraging Amazon Connect Customer Profiles, native workspace extensibility, and real-time API integrations, while meeting enterprise security, performance, and resiliency standards.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 8+ years of experience in software development and cloud computing.
- Extensive experience with Amazon Web Services (AWS), particularly Amazon Connect.
- Strong knowledge of AWS services such as AWS Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch, SQS, KMS, and S3.
- Strong familiarity with Amazon Connect contact flows, attributes, queues, and routing
- Experience supporting Step by Step Guides or native workspace features
- Proficient in Infrastructure as Code (IaC) such as Terraform
- Proven experience in leading technical projects and teams.
- Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
- Strong communication and collaboration skills.
- AWS certification is required.
- Hands-on experience building inside the default Amazon Connect Agent Workspace (not custom CCPs)
- Strong knowledge of Amazon Connect Streams API (agent/contact events, attributes, lifecycle)
- Practical experience with Amazon Connect Customer Profiles in agent experiences
- Proficiency integrating real-time REST APIs into agent-facing UIs
- Experience designing event-driven, low-latency web applications
- Understanding of Amazon Connect security profiles and PII-aware UI design
- Proficiency in programming languages such as Node.js (preferably Node.js or Python, Java)
- Deep understanding of cloud architecture and best practices.
- Experience with CI/CD pipelines and DevOps practices.
- Strong analytical and organizational skills.
- Ability to work in a fast-paced, dynamic environment.
- Candidates must be authorized to work in the US without company sponsorship.
Responsibilities
- Lead the design and development of native Agent Workspace desktop views and third party (3P) applications
- Implement Customer Profiles–driven screen pops and contextual agent views
- Oversee the integration of real-time enterprise/LOB APIs to supplement profile data, and other AWS services such as Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis.
- Optimize UI performance for fast, predictable agent experiences
- Enforce secure, compliant handling of customer and PII data
- Provide technical guidance and mentorship to team members.
- Ensure the scalability, reliability, and performance of contact center solutions.
- Collaborate with stakeholders, including senior leadership, to gather requirements and deliver solutions.
- Conduct code reviews and ensure adherence to best practices and coding standards.
- Troubleshoot and resolve technical issues related to AWS services.
- Implement security best practices to protect sensitive data.
- Stay updated with the latest AWS technologies and industry trends.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
