Architect, develop, and support cloud contact center solutions, focusing on platforms such as AWS Connect and related services.
Advance the integration of complex technologies (AI, Speech Recognition, Voice Biometrics, IoT) to enhance customer experience and operational efficiency.
Collaborate with cross-functional teams to define requirements, design complex call flows, and implement omni-channel capabilities (email, chat, web, click-to-dial).
Drive automation and analytics initiatives, utilizing tools for workforce management, call recording, and customer journey mapping.
Maintain documentation, capture business processes, and create training materials to support ongoing development and knowledge sharing.

3+ years of experience supporting cloud contact center services, with hands-on expertise in AWS or similar platforms.
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting in a cloud environment is desirable
Proficiency in programming languages such as JavaScript, Python, Terraform, and frameworks/tools relevant to cloud development (Serverless Framework, AWS CLI, NPM).
Experience integrating CRM systems (Salesforce, ServiceNow) and analytical reporting tools.
Strong problem-solving, communication, and collaboration skills; able to translate complex technical concepts for business stakeholders.
General knowledge of network and security infrastructure as it relates to real-time communications and cloud services is ideal, but not required.
Familiarity with security and network infrastructure as it relates to cloud communications.
Experience with peripheral applications and documentation best practices.
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting.
Experience with a range of AWS services
specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.
Basic understanding/knowledge of the AWS ecosystem.
Development experience with tools such as the Serverless Framework, NPM, and the AWS CLI.
Background utilizing Microsoft Office tools (O365).

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs.
Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation

Senior Unified Communications Contact Center Developer

Key skills