Spectrum OneRemote
Senior Software Engineer (Amazon Connect) (Part-time, Project-Based Contract )(Remote)
United States of America
Full-time
1 hour ago
Visa Sponsor
Key skills
Amazon ConnectAWS ecosystemSalesforce CTI integrationSIPWebRTCTelephony networksContact center operationsAWS Well-Architected FrameworkAWS Certified Solutions ArchitectAWS Certified Advanced NetworkingAWS Certified Security SpecialtyTerraformAWS CloudFormationAWS CDKAWSCloudFormationSaaSSalesforceSales
About this role
Spectrum One is a strategic engineering partner for high-growth startups and established corporations, seeking a highly skilled Senior Software Engineer (Amazon Connect) to lead the design, implementation, and optimization of their cloud-based contact center environment. The role involves acting as the primary subject matter expert for Amazon Connect, collaborating with business stakeholders, and ensuring the architecture adheres to AWS principles.
Responsibilities:
- Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect
- Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators
- Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT)
- Ensure the contact center architecture follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security
- Troubleshoot complex telecommunications, WebRTC, and API integration issues
- Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles
Requirements:
- 5+ years of hands-on experience designing, deploying, and supporting Amazon Connect contact center solutions at an enterprise scale
- Proven track record of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications
- Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics
- Exceptional analytical skills with the ability to troubleshoot complex, distributed cloud systems
- AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/Security Specialty
- Experience deploying Amazon Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK