The Momba Group is hiring: Amazon Connect Developer in Orlando

Overview

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Senior Engineer - Amazon Connect & Salesforce Voice
Location: Remote

The opportunity

We\'re hiring a senior telephony/contact-center engineer to co-own our voice platform built on Amazon Connect and Salesforce Service Cloud Voice. You\'ll be one of two technical authorities shaping architecture, building IVR/contact flows, enabling CTI, and delivering actionable analytics—while partnering closely with data/integration, network, and security teams. This role mixes hands-on engineering with solution design, reliability, and cross-functional leadership.

Responsibilities

• Platform strategy & roadmap: Set technical direction for Amazon Connect and Salesforce Voice—availability, scalability, security, and cost efficiency.
• IVR & routing: Build/optimize contact flows, queues, skills, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
• Salesforce Voice configuration: Govern Omni-Channel routing, agent profiles, call controls/dispositions, transcript visibility, and reporting.
• Integrations & events: Deliver event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch) and Salesforce (APIs, Platform Events, Flows).
• SRE responsibilities: Stand up observability dashboards, alerts, SLIs/SLOs for voice quality and platform health; author runbooks and standards.
• Production excellence: Participate in on-call; support releases, incident response, RCAs, and preventive improvements.
• Security & identity: Partner with Network/Security on QoS, SSO, and least-privilege IAM across environments.
• Operational insights: Deliver self-service dashboards for AHT, ASA, service levels, occupancy, outcomes, and agent performance.

Qualifications

• 5-10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
• Depth across: Amazon Connect (contact flows, routing/queues, CTRs, Contact Lens, outbound, call recording); Salesforce Voice/Service Cloud (Omni-Channel, agent setup, transcripts/analytics, integration patterns).
• AWS: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
• Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet-loss mitigation.
• APIs & auth: REST/GraphQL, OAuth/SAML/JWT; event-driven architectures.
• Strong grasp of security, compliance, and data governance.
• Clear communicator who can translate business needs into resilient technical solutions.
• Comfortable working in Agile/Scrum.
• Nice to have: Salesforce Agentforce experience; IaC/DevOps for CCaaS (CloudFormation/CDK/Terraform, Git, CI/CD, automated testing); financial services contact center background; certifications: Salesforce (Admin, Platform App Builder, Service Cloud Consultant); AWS (Solutions Architect/Developer/DevOps); exposure to other CCaaS/voice stacks (Genesys Cloud, Five9, Twilio). Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data; SSO/identity (Okta/Azure AD) and enterprise change/release management.

How we work

Agile Scrum with two-week sprints; distributed team collaborating via MS Teams and Slack. On-call required: rotating after-hours coverage (to ~7pm CST) plus participation in releases and major-incident response.

Job details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Insurance Agencies and Brokerages