Senior CXE Engineer

Amazon Connect Platform Engineering

Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing

Implement Amazon Connect Cases and Tasks solutions: case templates, queue-based work allocation, SLA/TAT monitoring, approval workflows, and migrations from legacy case systems (e.g., consolidating hundreds of service categories and thousands of business rules into a unified Cases model)

Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management

Implement proficiency-based and attribute-driven routing, outbound campaigns (including answering machine detection and compliance controls), and workforce management (WFM) integrations for forecasting, scheduling, and adherence (FCS)

Build out the Amazon Connect analytics data lake (Glue, Lake Formation, Athena) and QuickSight dashboards for real-time operations and executive reporting

Support legacy platform migrations (Avaya, Genesys, Cisco, Oracle, Salesforce): flow conversion, data migration, parallel-run validation, and production cutover on live contact centers

Full-Stack & Portal Engineering

Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations (Salesforce, ServiceNow, Oracle, custom systems)

Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis for real-time event processing and customer journey orchestration

Treat accessibility as a first-class requirement: WCAG 2.1 AA compliant components, automated axe-core/Playwright accessibility scanning, and support for VPAT/Section 508 documentation on government and enterprise engagements

Infrastructure, Delivery & Quality

Author infrastructure as code with AWS CDK (TypeScript) as the primary tool and CloudFormation or Terraform where customer environments require them

Build and maintain CI/CD pipelines (GitHub Actions) and automated test suites: Jest/Vitest unit tests, Playwright E2E and API tests, and integration tests against live Connect instances

Follow phased rollout patterns for production contact centers where downtime is measured in missed calls; write the runbooks that make cutovers boring

Instrument monitoring and alerting (CloudWatch metrics, alarms, and custom dashboards across voice, chat, tasks, queues, agents, Lambda, and AI agents) and participate in production incident triage

Apply security and compliance baselines in everything you ship: least-privilege IAM, DevSecOps scanning, encryption standards

Collaboration & Practice Contribution

Work directly with customer engineering teams: pair on integrations, run technical working sessions, demo completed workstreams, and lead knowledge transfer so customers can operate what you build

Contribute to architecture decisions within your workstream; evaluate native Connect capability before custom builds (“configuration over customization”), surface trade-offs to practice leads, and document decisions

Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers through pairing and review feedback

Contribute reusable assets back to the practice, shared CDK constructs, skills/plugins, demo environments, and internal tooling, so the next engagement starts further ahead

Support pre-sales when needed: build proof-of-concept demos and provide implementation-grounded input on estimates and SOW technical scope