Amazon Connect Engineer - Remote Fulltime (USC ...
Company Description Finance Job Description We're seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice. You'll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team. This role blends hands-on engineering with solution architecture, security, reliability, and cross-functional leadership. What We're Looking For 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice. Expertise in: Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording. Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns. AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager. Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation. Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures. Strong grasp of security, compliance, and data governance. Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions. Agile/scrum experience. Nice to have Agentforce Experience Infrastructure as Code and CI/CD for contact center infrastructure. IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing. Financial services industry experience (contact center operations). Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications. Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools. Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data. SSO/identity (Okta/Azure AD) and enterprise change/release management. Qualifications Additional Information All your information will be kept confidential according to EEO guidelines.