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Amazon Connect Engineer - Remote Fulltime (USC & GC only)

Amazon Connect Engineer - Remote Fulltime (USC & GC only)

Lenmar Consulting Inc.Des Moines, IA, US
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Job Description

Job Description

Company Description

Finance

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.

    • Additional Information

    All your information will be kept confidential according to EEO guidelines.

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    Engineer Amazon Connect • Des Moines, IA, US

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