Amazon Connect Developer

IND Staff Software Engineer - GCC011 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 About Us | Our Culture | What It’s Like to Work Here