Join our team as a Custom Software Engineer and play a pivotal role in developing advanced AI-driven IVR solutions within Amazon Connect. You will leverage your expertise in prompt engineering, agent assist, and screen pop integration to create impactful, scalable, and high-performing applications. This role offers the opportunity to innovate and enhance customer engagement through cutting-edge technology.

We are seeking a skilled professional to build and optimize custom software components. Your work will focus on designing, coding, and refining solutions that integrate seamlessly across various systems and applications. Employing modern frameworks and agile methodologies, you will deliver tailor-made, robust solutions designed to meet specific business objectives and drive efficiency.

Lead the design, development, and implementation of cloud-based contact center transformations, ensuring platform-led solutions are effectively deployed across enterprise environments. Drive end-to-end ownership for a dedicated team.

Manage proposal responses for client RFPs and RFIs, contributing to a continuous pipeline of strategic opportunities and transformation projects across multiple market units.

Collaborate with market unit leaders to identify emerging client needs and define critical talent requirements. Align capability development with business goals, focusing on skill, scale, and specialization.

Contribute to practice growth through active participation in talent acquisition and by mentoring, nurturing, and upskilling current team members to meet evolving technology and client demands.

Ensure project delivery excellence by engaging with clients and internal teams for solution design, requirement analysis, workshops, backlog grooming, and delivering regular demos to stakeholders on complex contact center transformation programs.

A minimum of 3 years of hands-on experience with Amazon Connect Contact Center is essential. You should be a seasoned techno-functional professional with significant experience in large-scale business or operational transformation projects. A strong understanding of the contact center technology landscape and the AWS Cloud platform, including services like Lex, Pinpoint, Transcribe, and Comprehend, is required.

Demonstrate deep expertise in Amazon Connect product features and related AWS services. Proficiency in APIs and their integration is crucial, along with functional and technical understanding for building API-based integrations with Salesforce, Service Now, and Bot platforms.

Possess the ability to effectively understand and address customer challenges and requirements in a differentiated manner. You will guide the team in implementing solutions, selling, and delivering cloud contact center solutions to clients. Excellent communication and strong program/people management skills are also necessary.