Software Engineer III (Contact Center Technologies - Amazon Connect)
Core
Design, build, and maintain Amazon Connect contact flows, routing profiles, queues, and prompts for a consolidated enterprise-wide contact center vision.
Role type
Senior IC solution engineer (contact center technologies)
Builds
Scalable contact center solutions including self-service, voice authentication, and routing technologies for >10k reps across Canada and the US.
Domain
Financial services / Contact center infrastructure
Deliverable
production ML models | product features | infrastructure
Required skills
Amazon Connect (contact flows, routing profiles, queues), AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway), call routing logic, IVR systems, telephony concepts, Java development, data analysis, troubleshooting
Preferred skills
Cisco contact center platforms (UCCE, CVP), Amazon Lex, CRM integration (Salesforce, Zendesk), scripting languages (Python, JavaScript), AWS certifications
Technologies
Amazon Connect, AWS Lambda, AWS CloudWatch, AWS S3, AWS DynamoDB, AWS API Gateway, Cisco UCCE, Cisco CVP, Salesforce, Zendesk, Python, JavaScript
Responsibilities
Design contact center solutions and define functional/infrastructure designs; Develop and optimize call routing strategies; Integrate Amazon Connect with AWS services and external systems; Analyze call metrics to improve customer experience; Troubleshoot routing issues and system performance problems; Collaborate with stakeholders to translate requirements into scalable solutions; Ensure high availability and reliability of operations; Maintain documentation for call flows and system architecture.
Seniority
Senior, hands-on IC
