Remote Senior Contact Center Engineer - Connect & Zendesk

L5.ai; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

L5.ai is seeking an experienced engineer to design, build, and operate omnichannel contact centers on Amazon Connect and Zendesk. You will map call flows, design routing and IVR, implement integrations, and run the cutover with a live production rollout and ongoing tuning.

The role requires hands-on delivery across telephony, CRM integration, and analytics, plus strong client communication. Remote work from the United States is supported; 90-day milestones involve owning a drive end-to-end and

Qualifications

• 5 to 9 years implementing or administering contact center platforms for external customers.
• Hands-on build experience on Amazon Connect, including contact flows, routing profiles, and Lambda integration.
• Working command of contact center operations: routing, queue design, IVR, service level, and the metrics supervisors manage to.
• Telephony fundamentals: SIP, number porting, DID management, call quality troubleshooting, and carrier coordination.
• Integration experience across APIs and CRM systems, including REST, webhooks, and SSO.
• Experience owning a live cutover, including the rollback plan.
• Willingness to work directly with customer teams during design, demos, and cutover.

Responsibilities

• Solution design: Map current call flows, queues, and agent skills; design routing model, IVR and self-service scope.
• Implementation: Build in Amazon Connect and configure Zendesk voice and omnichannel routing.
• Integration: Connect contact center to CRM, order, and identity systems; configure recording and QA.
• Telephony and cutover: Own number inventory, carrier config, porting sequence, and rollback steps.
• Optimization: Review live queue behavior and adjust routing, thresholds, and staffing; build dashboards.
• Client interaction: Join discovery and design sessions; provide demos and walk through cutover plan.
• Best practice guidance: Bring benchmarks and flag requests not suitable for live traffic.
• Enablement: Train supervisors on flows, reports, and safe self-management.
• Practice assets: Create reusable flow patterns and cutover checklists for future accounts.

Skills

Amazon Connect

Zendesk

IVR design

Call routing

Lambda integration

SIP/telephony

REST/Webhooks/SSO

Cutover planning

Performance tuning

Client communication

Tools

AWS

Zendesk

CRM APIs

Lambda

SIP

Job description

L5.ai is seeking an experienced engineer to design, build, and operate omnichannel contact centers on Amazon Connect and Zendesk. You will map call flows, design routing and IVR, implement integrations, and run the cutover with a live production rollout and ongoing tuning.

The role requires hands-on delivery across telephony, CRM integration, and analytics, plus strong client communication. Remote work from the United States is supported; 90-day milestones involve owning a drive end-to-end and