Senior Software Engineer - AWS Connect Specialist

RESPONSIBILITIES:
Kforce has a client that is seeking a Senior Software Engineer - AWS Connect Specialist in Addison, TX.

Summary:
The Senior Software Engineer - AWS Connect Specialist plays a pivotal role in driving strategic initiatives by leveraging cutting-edge technology to improve customer service operations. By developing robust cloud-based contact center solutions, this position directly contributes to enhancing customer satisfaction through efficient interaction management. The Engineer will lead cross-functional teams in the implementation of innovative solutions that align with organizational goals, ultimately fostering a culture of continuous improvement and operational excellence.

Responsibilities:
* Architect and develop AWS Connect-based contact center solutions, ensuring scalability, security, and reliability
* Integrate AWS Connect with Lambda, DynamoDB, API Gateway, S3, SNS, SQS, and other AWS services
* Develop custom contact flows, real-time analytics, and AI-driven automation to enhance customer experience
* Lead a team of software engineers, providing technical guidance, mentorship, and code reviews
* Collaborate with business stakeholders, product managers, and UX teams to align technology with business needs
* Foster an Agile development environment, ensuring efficient sprint planning, execution, and continuous improvement
* Build and maintain integrations with CRM systems, third-party APIs, and enterprise applications
* Automate deployments and infrastructure provisioning using Terraform
* Ensure seamless integration with AI/ML services for chatbots, speech analytics, and sentiment analysis
* Optimize AWS Connect performance through monitoring, logging, and real-time insights
* Maintain the operational integrity of AWS Connect solutions, directly impacting customer satisfaction and service delivery by ensuring that technical issues are resolved promptly

REQUIREMENTS:
* Bachelor's degree in Computer Science or Computer Engineering; AWS Certification preferred
* 8+ years of experience in software engineering, with a strong focus on cloud-based development
* 3+ years of experience working with AWS services, particularly AWS Connect
* Experience with VoIP, SIP, WebRTC, and contact center technologies is a plus
* Hands-on experience with CI/CD pipelines
* Strong grasp of creating, troubleshooting and updating users/groups/roles/polices in AWS IAM, in regard to connectivity between AWS resources
* Strong expertise in Python, Node.js, and/or C#, or Java for backend development
* Strong troubleshooting skills in AWS Connect are critical for ensuring seamless communication solutions that enhance customer service operations, directly impacting Company's ability to deliver high-quality healthcare services efficiently
* Implementation of effective code review practices enhances code quality, reduces bugs, and fosters a culture of continuous improvement within the engineering team, aligning with Concentra's commitment to delivering high-quality software solutions
* Proven leadership skills and the ability to guide and mentor junior team members
* Strategic thinking and the ability to contribute to the overall technology roadmap
* Strong interpersonal and communication skills a must; Ability to read, write, and speak in a professional manner
* Excellent analytical and problem-solving skills are essential
* Must possess a personal sense of urgency
* Superior customer service skills
* Excellent time management and organizational skills are required
* Excellent attention to detail
* Ability to effectively multi-task and adapt to changing business priorities

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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