Job Description

Job Description

Job Description

We are looking for an experienced Amazon Connect Developer (Telephony) to join a contract t operm opportunity supporting a life insurance organization in West Des Moines, Iowa. This role is ideal for a senior team member who can contribute immediately across cloud telephony enhancements, targeted new development, and steady production support. The position requires strong recent experience with both Amazon Connect and Salesforce Service Cloud Voice, along with the ability to communicate clearly with business users and technical teams.

Responsibilities:

• Lead ongoing improvements to the telephony platform, including refining call flows, adjusting routing logic, improving queue performance, and updating voice prompts.

• Build and enhance integrations connecting Amazon Connect, Salesforce Service Cloud Voice, AWS Lambda, and related telephony components.

• Develop new solutions that support evolving contact center needs while maintaining alignment with existing cloud architecture.

• Investigate production issues across telephony and CRM platforms, identify root causes, and implement durable fixes to reduce repeat incidents.

• Participate in a rotating support schedule with other developers, providing user-focused assistance for agent experience issues, connectivity concerns, and device-related challenges.

• Design, update, and troubleshoot flows within Salesforce Service Cloud Voice and Omni-Channel to support efficient call handling.

• Create Lambda-based logic for telephony use cases such as external data lookups, custom decisioning, and system interactions using Node.js or Python.

• Partner with internal stakeholders to explain technical issues, gather requirements, and translate operational needs into effective platform updates.

• 5+ years of hands-on experience in cloud or telephony development, including senior-level ownership of complex environments.
• Strong hands-on expertise with Amazon Connect, including administration, configuration, and enhancement of enterprise contact center solutions.
• Recent experience with Salesforce Service Cloud Voice within the last 3 years, including flow design, routing, Omni-Channel, and integration troubleshooting.
• Practical experience developing AWS Lambda solutions for telephony-related workflows and integrations.
• Proficiency in Node.js or Python for serverless development and custom business logic.
• Ability to troubleshoot issues spanning Amazon Connect, Salesforce, Lambda, and broader telephony layers.
• Excellent communication skills with the ability to support internal users and explain technical concepts to non-technical audiences.
• Experience in insurance or financial services and familiarity with tools such as Ivanti, ServiceNow, Zendesk, Jira, or Azure DevOps is preferred.

Job Tags

Contract work, Immediate start

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