<strong>Company Description</strong><br><br>Finance<br><br><strong>Job Description</strong><br><br>We're seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice. You'll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team. This role blends hands-on engineering with solution architecture, security, reliability, and cross-functional leadership.<br><br><strong>What We're Looking For</strong><br><ul><li>5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.</li><li>Expertise in:<ul><li>Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.</li><li>Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.</li><li>AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.</li><li>Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.</li><li>Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.</li></ul></li><li>Strong grasp of security, compliance, and data governance.</li><li>Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.</li><li>Agile/scrum experience.</li></ul><br><br><strong>Nice to have</strong><br><ul><li>Agentforce Experience</li><li>Infrastructure as Code and CI/CD for contact center infrastructure.<ul><li>IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.</li></ul></li><li>Financial services industry experience (contact center operations).</li><li>Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.</li><li>Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.</li><li>Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.</li><li>SSO/identity (Okta/Azure AD) and enterprise change/release management.</li></ul><br><br><strong>Qualifications</strong><br><br><strong>Additional Information</strong><br><br>All your information will be kept confidential according to EEO guidelines.