We\'re looking for a System Development Engineer to own our Amazon Connect contact center platform and its Salesforce integration from the ground up. This is a greenfield build: you\'ll design the architecture, build CI/CD pipelines, implement omnichannel routing (voice, SMS, email, chat), and operate the system in production. If you want full ownership of a high-impact platform that directly transforms how thousands of partners communicate with Amazon, this is the role.
Key job responsibilities
• Design and implement the Amazon Connect architecture supporting voice, SMS, email, and chat channels for a global partner base
• Build and maintain CI/CD pipelines for deploying contact flows, Lambda functions, and infrastructure changes across dev/staging/production environments
• Implement Salesforce CTI integration enabling click-to-call, automatic call logging, screen pops with partner information, and call recording storage
• Configure intelligent contact routing based on partner attributes, agent availability, language preferences, and business rules
• Set up 2-way SMS capabilities including number provisioning, opt-in/opt-out management, and CRM activity logging
• Build email-to-case integration routing partner emails to Salesforce Cases with automatic assignment and SLA tracking
• Implement self-service capabilities using Amazon Lex for common partner inquiries
• Establish monitoring and alerting using CloudWatch, Connect metrics, and custom operational dashboards
• Collaborate with adjacent teams building on the same platform to share patterns and establish reusable components
• Own operational excellence: on-call rotation, runbooks, incident response, and capacity planning
• Support multi-language and multi-region expansion
A day in the life
You\'ll start your day reviewing operational health dashboards for the Connect instance, then shift into building - whether that\'s writing CDK to deploy new contact flows, debugging a Lambda integration with Salesforce, or configuring routing rules for a new region launch. You\'ll collaborate with product managers defining partner communication requirements, work with field operations teams to understand their workflows, and partner with other engineering teams building on AWS Connect to share patterns. Some days you\'ll be deep in code; other days you\'ll be whiteboarding architecture for the next phase of the platform.
BASIC QUALIFICATIONS
- Experience in automating, deploying, and supporting large-scale infrastructure
- Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, Rust
- Experience with CI/CD pipelines build processes
- Experience building services using AWS products
- 3+ years of non-internship professional software development experience
PREFERRED QUALIFICATIONS
- Experience with distributed systems at scale
- Experience with AI/ML technologies
- Experience developing or delivering training programs across multiple sites or regions, or experience with Learning Management Systems (LMS)
- Experience with Amazon Connect (contact flows, routing profiles, queues, Lambda hooks)
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Austin - 129,200.00 - 174,800.00 USD annually