Staff Software Engineer - Amazon Connect REMOTE

The Hartford is an insurance company committed to making a difference and helping others achieve their goals. They are seeking a highly skilled Amazon Connect Tech Lead to design, implement, and optimize cloud-based contact center solutions, focusing on enhancing the agent's desktop experience and improving customer outcomes.

Responsibilities:

• 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

Requirements:

• 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
• Hands-on experience building inside the default Amazon Connect Agent Workspace (not custom CCPs)
• Strong knowledge of Amazon Connect Streams API (agent/contact events, attributes, lifecycle)
• Practical experience with Amazon Connect Customer Profiles in agent experiences
• Proficiency integrating real-time REST APIs into agent-facing UIs
• Experience designing event-driven, low-latency web applications
• Understanding of Amazon Connect security profiles and PII-aware UI design
• Proficiency in programming languages such as Node.js (preferably Node.js or Python, Java)
• Deep understanding of cloud architecture and best practices
• Experience with CI/CD pipelines and DevOps practices
• Strong analytical and organizational skills
• Ability to work in a fast-paced, dynamic environment