Cloud Contact Center Developer

Join our dynamic team as a Cloud Contact Center Developer! As a key member of our organization, you will: Design and implement scalable and resilient solutions on Amazon Connect utilizing infrastructure as code, while contributing to exciting large-scale projects such as system upgrades, platform migrations, and feature enhancements for voice, chat, and task-based interactions. Architect and customize Contact Control Panels (CCP), contact flows, IVRs, routing profiles, and agent hierarchies. Develop and deploy custom contact flows and automation scripts, configure call routing, queues, and user permissions, and optimize contact center operations through insightful data analysis. Implement real-time and historical reporting solutions using AWS analytics tools. Integrate Amazon Connect with third-party CRMs, ticketing systems, and workforce management tools, enhancing agent and customer experiences using APIs and SDKs. Leverage AI/ML tools, such as Amazon Lex and Amazon Polly, to enrich customer interactions. Analyze voice and data networks as needed, troubleshoot, maintain, and upgrade systems while proactively identifying and resolving issues to ensure high performance, security, and compliance of the contact center infrastructure. Collaborate closely with managers, business analysts, developers, and operations teams to understand project goals, deliver on deadlines, and address any issues or risks promptly. Provide technical support and training to internal teams and end-users, ensuring a smooth user experience. Document system configurations, workflows, and best practices for future reference. Act as an escalation point for operational support regarding work stoppages. Adhere to implementation standards and change control processes while understanding business needs and developing unit and integration test scenarios that align with system requirements. Qualifications & Experience: A degree in Telecommunications, Computer Engineering, Computer Science, Computer Technology, or a related field, or equivalent professional technical experience. 4+ years of experience in cloud-based contact center solutions, specifically Amazon Connect. Proficiency in AWS services and infrastructure as code. Strong scripting or programming skills in languages such as Python or JavaScript. Expertise in DevOps practices and tools, including CI/CD, CloudFormation, and Terraform. Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, Step Functions, S3, Kinesis, EventBridge, CloudWatch, CloudTrail, API Gateway, Amazon Lex, and CloudFront. Individual Competencies: Exceptional problem-solving skills, with a collaborative approach to troubleshooting complex configurations. Proactive and methodical in managing operations. Excellent verbal and written communication skills, able to engage both technical and non-technical audiences effectively. Self-motivated with the ability to manage multiple priorities and initiatives concurrently. Customer-focused mindset, capable of understanding and balancing stakeholder goals across various business divisions. Flexibility and pragmatism to thrive in a fast-paced, evolving environment. Strong influencing skills to build positive relationships with peers, executives, and partners to achieve operational goals. EEO Statement: We are committed to fostering a diverse, equitable, and inclusive culture throughout our recruitment process. Our aim is to ensure all applicants feel included and valued. Maximus adheres to the Disability Confident Leader scheme and provides guaranteed interviews for applicants with disabilities who meet the job's essential criteria. If reasonable adjustments are needed during recruitment, please let us know. Location: [Include precise work address here]

Created: 2026-03-11