Technical Lead – AWS Backend Developer (Amazon Connect)
HybridNew York, United States
Job Summary
Define the technical roadmap for Amazon Connect and related systems while architecting scalable, secure cloud-based contact center solutions. Lead modernization efforts migrating from legacy telephony platforms and guide a scrum team through project delivery. Design IVR flows, routing logic, and voice automation, integrating with Salesforce, ServiceNow, and other enterprise systems using AWS Lambda, API Gateway, and DynamoDB. Oversee production stability, incident response, and performance tuning, conducting root-cause analysis to maintain SLIs/SLOs. Mentor engineers transitioning into Amazon Connect development and partner with security teams to uphold QoS and compliance standards.
Required Qualifications
- 10+ years of experience in telephony, contact center, or AWS backend development
- Strong AWS expertise: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM
- Experience integrating Salesforce Service Cloud Voice or similar CRM systems
- Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation
- Strong understanding of REST/GraphQL APIs, JWT, OAuth, and SAML
- Proficiency with Terraform, CloudFormation, Git, and CI/CD tools
- Excellent communication, leadership, and stakeholder management skills
Desired Qualifications
- 3+ years hands-on experience with Amazon Connect (preferred)
- AWS Certified Solutions Architect or Developer
- Salesforce Service Cloud or Omni-Channel Certification
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