Job Description
We’re seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice. You’ll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team. This role blends hands-on engineering with solution architecture, security, reliability, and cross-functional leadership.
What We're Looking For
- 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
- Expertise in:
- Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
- Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
- AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
- Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
- Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
- Strong grasp of security, compliance, and data governance.
- Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
- Agile/scrum experience.
Nice to have
- Agentforce Experience
- Infrastructure as Code and CI/CD for contact center infrastructure.
- IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
- Financial services industry experience (contact center operations).
- Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
- Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
- Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
- SSO/identity (Okta/Azure AD) and enterprise change/release management.