Lead Software Engineer (Contact Center Modernization, AWS & AI)

U.S. Bank; Irving (TX); On-site; USD 133,000 - 157,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

Paid vacation

Paid holidays

Adoption assistance

Parental leave

Job summary

U.S. Bank is seeking an experienced software engineering leader to modernize enterprise contact center platforms.

You will drive cloud adoption, AI-powered solutions, and multi-region AWS architectures while guiding complex integrations across CRM, telephony, and data platforms. The role requires strong technical leadership, incident management, and collaboration with product and operations teams to deliver scalable, resilient software that prioritizes performance and security in a regulated

Qualifications

• Bachelor’s degree or equivalent work experience.
• Six to eight years of relevant experience.
• Strong hands-on AWS experience with expertise in Amazon Connect, Lambda, API Gateway, DynamoDB, S3, Kinesis, IAM, and cloud-native architectures.
• Proficiency in Java, Python, Node.js, and/or React, with experience developing and supporting cloud-based applications.
• Experience with Generative AI, Conversational AI, Amazon Lex, AWS Bedrock, Contact Lens, Agent Assist, prompt engineering, and responsible AI governance.
• Strong background in real‑time data streaming, event‑driven architectures, analytics platforms, and enterprise-scale system integrations.
• Knowledge of security, compliance, and regulatory requirements within financial services or other highly regulated environments, including experience with tools such as Fortify, Black Duck, Twistlock, and Wiz.
• Proven success in technical leadership, platform ownership, incident management, and leading distributed onshore/offshore teams, vendor partnerships, and complex delivery programs.

Responsibilities

• Lead the modernization and transformation of enterprise Contact Center platforms, ensuring uninterrupted business operations and service availability.
• Drive the adoption of AWS cloud technologies, Generative AI, AWS Bedrock, and Amazon Connect Contact Lens to improve platform capabilities and customer experiences.
• Design and influence scalable, resilient, and fault-tolerant architectures leveraging multi-AZ and multi-region AWS environments.
• Architect and support AWS-based Contact Center solutions utilizing Amazon Connect, serverless technologies, and cloud-native services.
• Lead complex integrations across CRM platforms, telephony systems, data platforms, and other critical enterprise applications.
• Design and deliver AI-powered Contact Center solutions, including Conversational AI, virtual assistants, voice/chat bots, and Agent Assist capabilities.
• Develop and implement Agentic AI workflows, including multi-agent orchestration, tool integration, and intelligent automation solutions.
• Establish and enforce engineering best practices related to software design, code quality, security, performance, and operational excellence.
• Partner with Product, Architecture, Operations, and Business Leaders to align technology strategy and delivery with organizational objectives.
• Lead incident management, platform reliability initiatives, and continuous improvement efforts while supporting delivery across blended employee, contractor, and vendor teams.

Skills

Leadership

Agile development

Communication

Cloud architecture

Education

Bachelor’s degree or equivalent work experience

Tools

AWS

Amazon Connect

Lambda

API Gateway

DynamoDB

S3

Kinesis

IAM

Terraform

Kubernetes

Spring Boot

Tibco

Fortify

Black Duck

Twistlock

Wiz

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

This position will be responsible for the analysis, design, testing, development and maintenance of best in class software experiences. The candidate is a self-motivated individual who can collaborate with a team and across the organization. The candidate takes responsibility of the software artifacts produced adhering to U.S. Bank standards in order to ensure minimal impact to the customer experience. The candidate will be adept with the agile software development lifecycle and DevOps principles.

Essential Responsibilities

• Lead the modernization and transformation of enterprise Contact Center platforms, ensuring uninterrupted business operations and service availability.
• Drive the adoption of AWS cloud technologies, Generative AI, AWS Bedrock, and Amazon Connect Contact Lens to improve platform capabilities and customer experiences.
• Design and influence scalable, resilient, and fault-tolerant architectures leveraging multi-AZ and multi-region AWS environments.
• Architect and support AWS-based Contact Center solutions utilizing Amazon Connect, serverless technologies, and cloud-native services.
• Lead complex integrations across CRM platforms, telephony systems, data platforms, and other critical enterprise applications.
• Design and deliver AI-powered Contact Center solutions, including Conversational AI, virtual assistants, voice/chat bots, and Agent Assist capabilities.
• Develop and implement Agentic AI workflows, including multi-agent orchestration, tool integration, and intelligent automation solutions.
• Establish and enforce engineering best practices related to software design, code quality, security, performance, and operational excellence.
• Partner with Product, Architecture, Operations, and Business Leaders to align technology strategy and delivery with organizational objectives.
• Lead incident management, platform reliability initiatives, and continuous improvement efforts while supporting delivery across blended employee, contractor, and vendor teams.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Six to eight years of relevant experience

Preferred Skills/Experience

• Strong hands‑on AWS experience with expertise in Amazon Connect, Lambda, API Gateway, DynamoDB, S3, Kinesis, IAM, and cloud-native architectures.
• Proficiency in Java, Python, Node.js, and/or React, with experience developing and supporting cloud-based applications.
• Proven ability to architect scalable, resilient, fault‑tolerant, and high‑availability systems using multi-AZ and multi-region AWS environments.
• Experience with Generative AI, Conversational AI, Amazon Lex, AWS Bedrock, Contact Lens, Agent Assist, prompt engineering, and responsible AI governance.
• Strong experience designing and supporting Contact Center platforms, omnichannel solutions, telephony systems, and CRM integrations including Salesforce and ServiceNow.
• Strong background in real‑time data streaming, event‑driven architectures, analytics platforms, and enterprise-scale system integrations.
• Experience leading cloud modernization, platform transformation, and large‑scale enterprise technology initiatives.
• Hands‑on experience with APIs, middleware, Terraform, Kubernetes, Spring Boot, Tibco, and infrastructure automation tools.
• Knowledge of security, compliance, and regulatory requirements within financial services or other highly regulated environments, including experience with tools such as Fortify, Black Duck, Twistlock, and Wiz.
• Proven success in technical leadership, platform ownership, incident management, and leading distributed onshore/offshore teams, vendor partnerships, and complex delivery programs.

Location Expectations

This role requires working from a U.S. Bank location three (3) or more days per week. If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
• Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify: U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements).

Pay Range: $133,365.00 - $156,900.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment.

U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.