Amazon Connect Developer

IND Lead Software Engineer - GCC026 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.

Role Summary We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform (e.g., Amazon Connect). The ideal candidate combines strong hands-on engineering experience (Python, DevOps, cloud-native architectures) with experience in contact center technologies (Amazon Connect, Genesys Cloud, NICE, or Five9). We have a strong AI-first engineering mindset and are seeking engineers experienced with — or eager to adopt — AI-driven development practices and tooling.

Key Responsibilities

Software Engineering & Development Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo Support: IVR/contact flow development Routing logic and telephony integrations Voice, chat, and email channel capabilities

Contribute to contact center migration and modernization efforts Design integrations across contact center platforms and enterprise systems Build and maintain APIs, microservices, and serverless solutions Ensure solutions meet performance, scalability, and security standards

AWS & Cloud Engineering Implement solutions using AWS services, including: IAM (Identity & Access Management) Lambda / serverless compute API Gateway S3, DynamoDB, or RDS

AI-First Engineering (Preferred) Leverage AI tools to accelerate development productivity and quality Apply AI-assisted approaches for: Code generation and refactoring Test case generation and defect analysis Documentation and knowledge sharing

Experience with or interest in AI development tools used within the enterprise environment (e.g., Copilot-style tools, internal AI accelerators, or similar platforms) Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights)

Agile Delivery Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos) Deliver working, production-ready software each sprint

Quality & Engineering Excellence Develop and maintain automated unit and integration tests Participate in code reviews and enforce standards Troubleshoot defects and perform root cause analysis Ensure adherence to definition of done and quality benchmarks

Required Skills & Experience CCaaS / Telephony Platforms Hands-on experience with: Amazon Connect (preferred) OR similar platforms (Genesys Cloud, NICE, Five9)

Knowledge of: IVR/contact flows Routing logic and telephony integrations Omni-channel customer experience solutions

AWS & Cloud Hands-on experience with AWS services: IAM (roles, policies, access control) Lambda, API Gateway Data services (DynamoDB, S3, RDS)

DevOps & CI/CD Experience with: Jenkins AWS CodePipeline (CodeBuild / CodeDeploy preferred)

Strong understanding of CI/CD, automation, and version control (Git)

Agile & SDLC Experience working in Agile (Scrum/Kanban) environments Familiarity with tools such as: Jira, Rally, or equivalent

Strong understanding of iterative delivery and backlog refinement

Professional Skills Strong analytical and problem-solving skills Excellent communication and collaboration abilities Ability to thrive in a fast-paced, Agile environment

Preferred Qualifications Experience with: Event-driven architectures (Kafka, SNS/SQS) Observability tools (CloudWatch, Splunk) Infrastructure as Code (Terraform, CloudFormation)

AWS certifications (Developer, Solutions Architect) Experience in large-scale cloud or contact center transformations

Success Profile Delivers high-quality solutions aligned to sprint goals Demonstrates ownership from design through production support Actively adopts and champions AI-first development practices Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement Contributes to engineering innovation, speed, and quality Balances delivery velocity with long-term architectural integrity

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