Lead the design and development of native Agent Workspace desktop views and third party (3P) applications
Implement Customer Profiles–driven screen pops and contextual agent views
Oversee the integration of real-time enterprise/LOB APIs to supplement profile data, and other AWS services such as Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis.
Optimize UI performance for fast, predictable agent experiences
Enforce secure, compliant handling of customer and PII data
Provide technical guidance and mentorship to team members.
Ensure the scalability, reliability, and performance of contact center solutions.
Collaborate with stakeholders, including senior leadership, to gather requirements and deliver solutions.
Conduct code reviews and ensure adherence to best practices and coding standards.
Troubleshoot and resolve technical issues related to AWS services.
Implement security best practices to protect sensitive data.
Stay updated with the latest AWS technologies and industry trends.

Bachelor's degree in Computer Science, Information Technology, or a related field
8+ years of experience in software development and cloud computing
Extensive experience with Amazon Web Services (AWS), particularly Amazon Connect.
Strong knowledge of AWS services such as AWS Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch, SQS, KMS, and S3.
Strong familiarity with Amazon Connect contact flows, attributes, queues, and routing
Experience supporting Step by Step Guides or native workspace features
Proficient in Infrastructure as Code (IaC) such as Terraform
Proven experience in leading technical projects and teams.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong communication and collaboration skills.
AWS certification is required.

Staff Software Engineer – Amazon Connect

Key skills