SoTalent is seeking an experienced Staff Software Engineer (Tech Lead) to design and deliver scalable, cloud-based contact center solutions. The role involves hands-on engineering and technical leadership to enhance agent desktop experiences through real-time integrations and Customer 360 insights.
Responsibilities:
- Lead the design and development of agent desktop solutions within a cloud contact center platform
- Build and optimize agent workspace experiences and third-party integrations
- Implement real-time, data-driven agent experiences (e.g., screen pops, contextual views)
- Integrate enterprise APIs and cloud services (e.g., serverless, streaming, storage)
- Design event-driven, low-latency applications for responsive workflows
- Ensure scalability, reliability, and performance of contact center systems
- Enforce best practices in security, compliance, and PII data handling
- Conduct code reviews and set engineering standards
- Mentor engineers and provide technical leadership
- Collaborate with stakeholders to translate business needs into solutions
- Troubleshoot complex cloud and integration challenges
- Drive continuous improvement and adoption of modern cloud technologies
Requirements:
- Bachelor's degree in Computer Science, IT, or related field
- 8+ years of experience in software engineering and cloud environments
- Strong experience with AWS and cloud-native architectures
- Hands-on experience with Amazon Connect or similar CCaaS platforms
- Experience with real-time integrations and agent-facing applications
- Proficiency in Node.js, Python, or Java
- Experience with Infrastructure as Code (e.g., Terraform)
- Strong understanding of event-driven and low-latency systems
- Experience with CI/CD and DevOps practices
- Proven experience leading technical teams or initiatives
- Must be authorized to work in the US (no sponsorship available)
- AWS certification preferred/required