Senior Lead Software Engineer - Contact Center (CCaaS)
On-site · Wilmington, Delaware, United States
Job Summary
Senior Lead Software Engineer will guide technical direction and architecture for a multi-region Amazon Connect platform within JPMorganChase's Consumer & Community Bank. The role combines hands-on development with technical leadership, including delivering secure, high-quality production code, mentoring engineers, coordinating cross-team dependencies, and influencing product design. The engineer will drive contact center initiatives, set standards for customer engagement excellence, manage stakeholder relationships, and advocate modern software development life cycle practices. Key skills include proficiency in Python, Node.js, or JavaScript; experience with AWS/Amazon Connect; CI/CD and DevOps practices; Infrastructure as Code (CloudFormation, Terraform); third-party integrations with CRMs or case management; and Omnichannel engagement capabilities, along with distributed software architecture and multi-region deployment experience.
Required Qualifications
- Formal training or certification on Software Engineering concepts and 5+ years applied experience
- Hands-on practical experience delivering system design, application development, Amazon Connect & AWS Ecosystem
- Contact Center Operations & Agent Experience
- Proficiency in Python, Node.js, or Javascript
- Familiarity with CI/CD pipelines, DevOps practices, and Infrastructure as Code (IaC) tools such as CloudFormation or Terraform
- Ability to tackle design and functionality problems independently for Omnichannel Engagement
- Third-Party Integrations: Experience integrating with CRMs or case management.
- Experience in Computer Science, Computer Engineering, Mathematics, or a related technical field
- Bachelor’s degree in computer science, Information Technology, or a related field
- 10+ years IT experience, including at least 3 years managing development or engineering teams
- AWS Certified Solutions Architect, Developer, or DevOps Engineer
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