Senior Systems Engineer – Contact Center Technology

About the role

In this role as Senior System Engineer (Contact Center Developer), you will lead the design, development and maintenance of advanced Contact Center solutions and Telephony Platform (Infrastructure) for a global contact center with approximately 2,000 concurrent agents across multiple locations, both in‑house and BPO via VDI. The position combines deep technical expertise with leadership and mentoring responsibilities for a virtual engineering team worldwide.

Key responsibilities

• Work in US time zone to support global operations.
• Lead design of complex, strategic contact‑center solutions aligned with organizational goals and customer experience objectives.
• Build and maintain custom applications, integrations and automations.
• Mentor engineers, provide technical guidance, and share documentation.
• Ensure solutions follow security best practices and comply with data‑privacy regulations.
• Optimize system and application performance and proactively monitor for issues.
• Collaborate with developers, network engineers, system administrators, operations, vendors and business users to deliver integrated solutions.
• Continuously learn and stay updated on industry trends and emerging contact‑center technologies.

Required profile

• Minimum 5 years hands‑on experience with Amazon Connect contact‑center solution.
• Expertise in telephony routing and contact flows, including custom menus, routing logic, hours of operation, phone number management, overflow and retargeting.
• Experience configuring and maintaining Agent Workspace and Contact Control Panel (CCP).
• Knowledge of AI and automation tools such as Amazon Lex and Amazon Q.
• Proficiency in analytics and quality‑management tools like Contact Lens, real‑time and historical dashboards, customer‑profile configuration, Wisdom, and voice/screen recordings.
• Strong integration and troubleshooting skills with APIs, AWS Lambda, Amazon Event Bridge, and various SDKs.
• Familiarity with telephony systems, workforce‑management platforms, and system integration across multiple suppliers.
• Excellent problem‑solving, troubleshooting, communication, leadership and mentoring abilities.
• High attention to detail and quality.

Required skills

• Amazon Connect
• AWS Lambda
• Amazon Event Bridge
• Amazon Lex
• Amazon Q
• Contact Lens
• APIs and SDKs integration
• Telephony routing and contact‑flow design
• Agent Workspace (CCP) configuration