About this role
The team is seeking a highly skilled Senior Software Engineer to lead the design, implementation, and optimization of their contact center environment. In this role, you will serve as the subject matter expert for contact center technologies and the surrounding AWS ecosystem. You will collaborate with business stakeholders to translate customer experience requirements into secure and innovative technical solutions.
Key Responsibilities:
- Design, build, and maintain omnichannel contact flows (Voice, Chat, SMS) for the contact center.
- Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators.
- Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT).
- Ensure the contact center architecture adheres to AWS Well-Architected principles, focusing on high availability, disaster recovery, and data security.
- Troubleshoot telecommunications, WebRTC, and API integration issues.
- Manage telecom resources, including claiming/porting numbers and configuring queue/routing settings.
Required Skills & Qualifications:
- 5+ years of hands-on experience designing, deploying, and supporting contact center solutions at an enterprise level.
- Proven track record of integrating contact center solutions with CRMs (e.g., CTI integration) and third-party applications.
- Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics.
- Exceptional analytical skills with the ability to troubleshoot complex contact center systems.
Nice-to-Haves:
- AWS Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking Specialty.
- Experience deploying contact center resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK.
What We Offer:
- Top-of-market compensation benchmarked against industry standards, plus annual performance bonuses.
- A fully-funded, company-wide out-of-country retreat to celebrate our wins.
- The latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
- An annual development budget for courses, certifications, books, and conferences.
- Permanent remote work from home or wherever you are most productive.
- Generous leave policy, full medical coverage (HMO), and mental health support for you and your dependents.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.