About the position Spectrum One is seeking a highly skilled Senior Software Engineer (Amazon Connect) to lead the design, implementation, and optimization of our cloud-based contact center environment. In this role, you will be the primary subject matter expert for all things related to Amazon Connect and the surrounding AWS ecosystem. You will partner with business stakeholders to translate customer experience requirements into scalable, secure, and innovative technical solutions.

Responsibilities

• Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect.
• 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 follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security.
• Troubleshoot complex telecommunications, WebRTC, and API integration issues.
• Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.

Requirements

• 5+ years of hands-on experience designing, deploying, and supporting Amazon Connect contact center solutions at an enterprise scale.
• Proven track record of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications.
• Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics.
• Exceptional analytical skills with the ability to troubleshoot complex, distributed cloud systems.

Nice-to-haves

• AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/Security Specialty.
• Experience deploying Amazon Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK.

Benefits

• Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses.
• Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins.
• Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
• Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences.
• Permanent Remote: Work from home or anywhere you are most productive.
• Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.