Cloud Contact Platform Architect

Amazon; Austin (TX); On-site; USD 129,000 - 175,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon.com Services LLC in Austin, TX seeks a System Development Engineer to own the Amazon Connect contact center platform and Salesforce integration from ground up. You will design architecture, build CI/CD pipelines, implement omnichannel routing, and run the system in production across regions.

This greenfield role requires building scalable, reliable services with Lambda, CDK, and monitoring. You’ll collaborate with product, field ops, and other teams to drive operational excellence and

Qualifications

• Experience automating, deploying, and supporting large-scale infrastructure.
• Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, Rust.
• Experience with CI/CD pipelines build processes.
• Experience building services using AWS products.
• 3+ years of non-internship professional software development experience.

Responsibilities

• Design and implement the Amazon Connect architecture supporting voice, SMS, email, and chat channels for a global partner base.
• Build and maintain CI/CD pipelines for deploying contact flows, Lambda functions, and infrastructure changes across dev/staging/production environments.
• Implement Salesforce CTI integration enabling click-to-call, automatic call logging, screen pops with partner information, and call recording storage.
• Configure intelligent contact routing based on partner attributes, agent availability, language preferences, and business rules.
• Set up 2-way SMS capabilities including number provisioning, opt-in/opt-out management, and CRM activity logging.
• Build email-to-case integration routing partner emails to Salesforce Cases with automatic assignment and SLA tracking.
• Implement self-service capabilities using Amazon Lex for common partner inquiries.
• Establish monitoring and alerting using CloudWatch, Connect metrics, and custom operational dashboards.
• Collaborate with adjacent teams building on the same platform to share patterns and establish reusable components.
• Own operational excellence: on-call rotation, runbooks, incident response, and capacity planning.
• Support multi-language and multi-region expansion.

Skills

Python

Ruby

Golang

Java

C++

C#

Rust

CI/CD

Tools

AWS

Job description

Amazon.com Services LLC in Austin, TX seeks a System Development Engineer to own the Amazon Connect contact center platform and Salesforce integration from ground up. You will design architecture, build CI/CD pipelines, implement omnichannel routing, and run the system in production across regions.

This greenfield role requires building scalable, reliable services with Lambda, CDK, and monitoring. You’ll collaborate with product, field ops, and other teams to drive operational excellence and