Senior Software Engineer - AWS Connect

Job Summary

Owning the design and implementation of a global AI-enabled contact center, the full-time Senior Software Engineer - AWS Connect will lead technical design, integration, and scaling of multi-channel architecture while supporting 200+ agents across multiple global locations, with remote options available for the right candidate.

Key Responsibilities

• Lead the technical design, global routing, SIP trunking, and carrier integration using AWS Connect
• Design and scale a unified footprint for voice, chat, and digital channels across global support centers using Salesforce Service Cloud Voice - AWS Connect products
• Own the integration between AWS Connect and Salesforce Service Cloud Voice to create a seamless agent desktop

Required Qualifications

• Expert-level knowledge of AWS Connect, including Contact Flows, Contact Lens, and Lambda integrations
• Deep understanding of telephony architecture, including SIP, WebRTC, and VoIP
• Proven experience managing routing and analytics for global multi-channel contact centers
• Strong familiarity with Salesforce Service Cloud and Service Cloud Voice
• Ability to act as a hands-on tech lead in an agile startup environment