Software Engineer II - Amazon Connect & AWS Contact Center Solutions
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Job Description
Structured overview of role & requirementsAbout This Role
Lead the design and implementation of AWS-based Contact Center solutions using Amazon Connect and related AWS services, ensuring scalable and secure deployments.
Translate complex business requirements into functional CCaaS specifications, including call flows, routing, reporting, and automations.
Oversee data integrity and reporting for operational metrics, provide training and support to users, and optimize processes for efficiency across Contact Center platforms.
Minimum Requirements
Bachelor’s degree in Business, IT, Computer Science, or related field.
4+ years of experience as AWS Solution Analyst, AWS Connect Administrator, or similar role involving CCaaS configuration.
Hands-on experience with Amazon Connect, AWS platform services (IAM, Lambda, Lex, DynamoDB, Glue, QuickSight), and knowledge of CCaaS platforms like Five9, Calabrio.
Foundational knowledge of Salesforce CRM Service Cloud, including Service Cloud Voice and CTI integrations.
Ideal Candidate Profile
Strong technical expertise in AWS Contact Center solutions with proven ability to independently deliver secure and scalable designs.
Experience bridging business and technical teams by translating ambiguous requirements into effective CCaaS solutions and actionable insights.
Skilled in cross-functional collaboration, data-driven process optimization, and providing user training and support in complex Contact Center environments.