Senior Software Engineer - AWS Connect & Contact Center
Role Overview
We are seeking a Software Engineer to own the design and implementation of our global, AI-enabled contact center. Reporting directly to the Software Engineering Manager - Salesforce, you will be responsible for our AWS Connect - Salesforce Service Cloud Voice (SCV) to support 200+ agents across 4 global locations.
This role is preferably located in Houston, TX, but remote options are available for the right candidate. You must have significant experience in telephony and multi-channel contact centers, with a mandatory mastery of AWS Connect.
Key Responsibilities- AWS Connect Telephony: Lead the technical design, global routing, SIP trunking, and carrier integration using AWS Connect.
- Multi-Channel Architecture: Design and scale a unified footprint for voice, chat, and digital channels across 4 global support centers using the Salesforce Service Cloud Voice - AWS Connect products.
- Salesforce SCV Integration: Own the integration between AWS Connect and Salesforce Service Cloud Voice to create a seamless agent desktop.
- Startup Scale: Develop CI/CD pipelines and Infrastructure as Code (IaC) to rapidly deploy contact center changes in a fast-paced environment.
Required Skills & Qualifications- AWS Connect Mastery (Required): Expert-level knowledge of Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.
- Telephony Architecture (Required): Deep understanding of SIP, WebRTC, VoIP, global telecom carrier regulations, and number porting.
- Multi-Channel Experience: Proven track record of managing routing, queuing, and analytics for global multi-channel contact centers.
- Salesforce Ecosystem: Strong familiarity with Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.
- Agile Mindset: Ability to act as a hands-on tech lead in an agile, 18-month-old startup environment.
Desirable Skills (Nice to Have)- Experience with Salesforce AI capabilities (Einstein Copilot, Next Best Action, Einstein Analytics).
- Experience handling IoT data streams, utility sector workflows, or renewable energy asset monitoring.
Experience & Certifications- 6+ years of contact center architecture experience, with 3+ years explicitly focused on deep AWS Connect implementations.
- AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are highly preferred.
physical requirements- Extended period working at a computer workstation.
BenefitsSunStrong Management offers a rich and affordable benefits package through UnitedHealthcare and MetLife within the US intercontinental states. Our benefits include:
- HDHP and PPO Medical Plans, buy-up plans for both Dental and Vision, ancillaries such as Accident, Critical illness, Hospital indemnity, Short term and Long-Term Disability, Voluntary Life, and legal services along with multiple add-ons.
- Our 401(k) Package includes an Employer Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.
