Experienced Amazon Connect Staff Engineer – Cloud Contact Center Technologies and Architecture Leader (Remote)

Introduction to Workwarp and the Role Workwarp is at the forefront of innovation, leveraging cutting-edge technologies to redefine customer experiences. As part of our mission to deliver exceptional service, we are seeking an experienced Amazon Connect Staff Engineer to join our team. This role is pivotal in driving our insurance business transformation, focusing on contact center technologies that enhance customer interactions. If you are a highly motivated, process-oriented software engineer with a passion for cloud architecture and contact center solutions, we invite you to be part of our dynamic team. About the Position The Amazon Connect Staff Engineer position is a mid-level role within our Voice engineering staff, tasked with ensuring a frictionless experience for our customers while maintaining the highest standards of security and availability. Our team thrives in a hyper-growth environment where adaptability, innovation, and teamwork are key. The ideal candidate will possess broad and deep technical knowledge, spanning from front-end UIs to back-end systems, and will be comfortable working in a fast-paced, agile setting. Key Responsibilities Provide technical architecture and leadership for a team within a domain or medium cross-functional projects, and mentor relatively junior engineers to enhance their skills and knowledge. Implement complex parts of a system or a product, ensuring high-quality work that follows best practices, including adequate testing, successful rollout, and consistent monitoring. Lead efforts that set the direction for the rest of the team, proposing short-term and long-term design solutions for pain points in the system or product with clear deliverables and action items. Define metrics and solutions that translate to increased service maturity, demonstrating incident response and problem-determination leadership. Develop and obtain consensus on enterprise-wide guidelines and policies, ensuring alignment with our organizational goals and standards. Essential Qualifications To be successful in this role, you will need: Advanced experience with Amazon Connect, including Contact Flows, Security Profiles, Routing Profiles, Queues, and Quick Connects. Advanced experience with Amazon Web Services, including Lambda, Lex, S3, DynamoDB, API Gateway, Step Functions, and CloudWatch. Expert experience using multiple programming languages, including Node.js, Python, and C#. Experience implementing infrastructure as code using Terraform, and integrating with internal and external applications. Expertise in one or more areas of software, data, systems design, development, deployment, and operation, with a focus on cloud, infrastructure, DevSecOps, and automation. Experience and understanding of Security Protocols and Products, such as Active Directory, SAML, and IAM. A strong background in data ingestion and transformation, and experience working in an Agile environment (Scrum, Kanban, SAFe). AWS Certifications at the Associate, Professional, or Specialty Level are highly valued. Preferred Qualifications While not required, the following qualifications are preferred: People management experience, with a proven track record of leading and mentoring teams. Experience contributing to improvements in organizational metrics, such as DORA metrics that measure improvements in team velocity and stability of service delivery. A strong educational background in Computer Science, Information Systems, or equivalent education or work experience. Experience and Education The ideal candidate will have: 6+ years of experience in Contact Center technologies and Cloud Architecture. 6+ years of professional software development experience. 3+ years of experience with architecture and design. 3+ years of hands-on experience developing Contact Flows, Routing Profiles, Queues, Lambdas, and Lex Bots. 3+ years of experience using Terraform as Infrastructure as Code. 4+ years of experience in open-source frameworks. 1+ years of people management experience. A Bachelor's degree in Computer Science, Information Systems, or equivalent education or work experience. Skills and Competencies To excel in this role, you will need to demonstrate: Strong technical leadership and architecture skills. Excellent communication and interpersonal skills, with the ability to work effectively with a diverse team. A customer-centric approach, with a focus on delivering high-quality solutions that meet customer needs. Adaptability and flexibility, with the ability to thrive in a fast-paced, agile environment. Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions. Career Growth Opportunities and Learning Benefits At Workwarp, we are committed to the growth and development of our employees. As an Amazon Connect Staff Engineer, you will have access to: Ongoing training and professional development opportunities, to enhance your skills and knowledge in cloud architecture and contact center technologies. A collaborative and dynamic work environment, with opportunities to work with cross-functional teams and contribute to the development of innovative solutions. A culture that values innovation, creativity, and teamwork, with a focus on delivering exceptional customer experiences. Work Environment and Company Culture Our company culture is built on the principles of innovation, teamwork, and customer-centricity. We believe in fostering a work environment that is collaborative, dynamic, and supportive, with opportunities for growth and development. As a remote team, we are committed to ensuring that all employees feel connected and engaged, with regular virtual meetings and team-building activities. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A competitive salary, with opportunities for growth and development. Medical, Vision, and Dental Insurance Plans, to support your health and wellbeing. A 401k Retirement Fund, to help you plan for your future. Opportunities for professional development and growth, with a focus on enhancing your skills and knowledge. Conclusion If you are a motivated and experienced software engineer, with a passion for cloud architecture and contact center technologies, we encourage you to apply for this exciting opportunity. As an Amazon Connect Staff Engineer at Workwarp, you will have the chance to work with a dynamic team, contribute to the development of innovative solutions, and enhance your skills and knowledge in a fast-paced and agile environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now! Ready to Apply? If you are ready to contribute to a thriving team and take your career to the next level, we encourage you to apply now. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. Apply for this job