Senior Software Engineer, Contact Center Platforms (Java/AWS/Amazon Connect)

NTT DATA is hiring a Senior Software Engineer to build and maintain scalable contact center and workforce management solutions. The role develops cloud-native applications and platform integrations, supports workforce optimization, and collaborates with cross-functional teams in an Agile environment.

Responsibilities:

• Design, develop, and maintain Java/Spring Boot microservices and full-stack applications using Angular or React
• Build and integrate scalable REST APIs with WFM and CCaaS platforms, including Amazon Connect
• Develop solutions for workforce forecasting, scheduling, adherence, and real-time workforce management
• Collaborate with business and operations teams to understand contact center requirements and implement scalable solutions
• Integrate and process contact center data such as call volumes, agent performance metrics, schedules, and real-time agent states
• Develop and enhance contact center routing and customer interaction workflows
• Utilize Node.js for integrations, middleware services, and real-time communication components
• Design and implement cloud-native applications using AWS, Docker, and Kubernetes
• Participate in system design, code reviews, testing, deployment, and production support
• Work closely with QA teams to ensure application quality and automation coverage
• Contribute to workforce optimization initiatives using OR-Tools and scheduling optimization models
• Support voice and telephony integrations involving Amazon Connect, SIP, Kamailio, or FreeSWITCH where applicable
• Follow Agile/Scrum methodologies and collaborate with cross-functional teams to deliver solutions on time

Requirements:

• Experience with Angular or React for front-end development
• Familiarity with Node.js for API integrations and middleware development
• Experience building and deploying applications on AWS, Docker, and Kubernetes, which support scalable and flexible cloud-native applications
• Prior experience with Workforce Management (WFM) platforms and CCaaS (Contact Center as a Service) solutions such as Amazon Connect, Genesys, NICE, Five9, or similar
• Experience integrating WFM solutions with Amazon Connect, including handling agent, scheduling, and call volume data
• Understanding of contact center operations, workforce forecasting, scheduling, and adherence management
• Knowledge of contact center routing and omnichannel customer engagement platforms
• Expertise with Google OR-Tools for modeling workforce management scheduling optimizations and contact center routing development expertise
• Experience in voice/telephony development, particularly with Kamailio/FreeSWITCH, and cloud-native full stack software engineering are essential
• 5+ years of experience in Java Full Stack Development
• 5+ years of strong hands-on experience with Java, Spring Boot,  and modern API-driven application development, including Microservices, REST APIs, or web services
• 3+ years of experience building and deploying cloud-native applications using AWS, and containerization technologies such as Docker and/or Kubernetes
• 5+ years of experience working in Agile/Scrum environments and collaborating with cross-functional teams
• 1+ years of hand-on experience utilizing AI Dev Assist tools in the SDLC to accelerate development
• Candidates with WFM + CCaaS domain experience and Amazon Connect integration expertise