Senior Software Engineer – AWS Connect, Contact Center

Responsibilities

• Lead the technical design, global routing, SIP trunking, and carrier integration using AWS Connect.
• Design and scale a unified footprint for voice, chat, and digital channels across 4 global support centers using the Salesforce Service Cloud Voice – AWS Connect products.
• Own the integration between AWS Connect and Salesforce Service Cloud Voice to create a seamless agent desktop.
• Develop CI/CD pipelines and Infrastructure as Code (IaC) to rapidly deploy contact center changes in a fast-paced environment.

Qualifications

• AWS Connect Mastery (Required) : Expert-level knowledge of Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.
• Telephony Architecture (Required) : Deep understanding of SIP, WebRTC, VoIP, global telecom carrier regulations, and number porting.
• Multi-Channel Experience : Proven track record of managing routing, queuing, and analytics for global multi-channel contact centers.
• Salesforce Ecosystem : Strong familiarity with Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.
• Agile Mindset : Ability to act as a hands‑on tech lead in an agile, 18-month-old startup environment.
• 6+ years of contact center architecture experience, with 3+ years explicitly focused on deep AWS Connect implementations.
• AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are highly preferred.