Staff Software Engineer – Cloud Platforms

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