Sammons Financial Group Inc.
Senior Amazon Connect Developer
Sammons Financial Group Inc., Iowa, Louisiana, United States, 70647
Overview
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, 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.
What You\'ll Do In This Role
Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.
Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.
Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).
Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.
Participate in an on-call rotation and support after-hours production releases.
Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers.
Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.
Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.
Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance).
What We\'re Looking For
5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
Expertise in:
Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
AWS services: 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.
Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
Strong grasp of security, compliance, and data governance.
Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
Agile/scrum experience.
Nice to have
Agentforce Experience
Infrastructure as Code and CI/CD for contact center infrastructure.
IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
Financial services industry experience (contact center operations).
Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
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
We are a Scrum team with 2-week sprints. The team is mostly remote with heavy usage of MS Teams and Slack for collaboration.
On-call: Required. Rotational after-hours support until 7 pm CST and participation in production releases and major incident response.
Other Requirements • Criminal background check required.
What you can expect when you join Sammons Financial Group
Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.
Salary Range Information USD $82,654.00 - USD $172,197.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
Work Authorization/Sponsorship At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
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What You\'ll Do In This Role
Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.
Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.
Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).
Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.
Participate in an on-call rotation and support after-hours production releases.
Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers.
Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.
Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.
Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance).
What We\'re Looking For
5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with Amazon Connect; 2+ years with Salesforce Service Cloud Voice.
Expertise in:
Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
AWS services: 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.
Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
Strong grasp of security, compliance, and data governance.
Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
Agile/scrum experience.
Nice to have
Agentforce Experience
Infrastructure as Code and CI/CD for contact center infrastructure.
IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
Financial services industry experience (contact center operations).
Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
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
We are a Scrum team with 2-week sprints. The team is mostly remote with heavy usage of MS Teams and Slack for collaboration.
On-call: Required. Rotational after-hours support until 7 pm CST and participation in production releases and major incident response.
Other Requirements • Criminal background check required.
What you can expect when you join Sammons Financial Group
Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.
Salary Range Information USD $82,654.00 - USD $172,197.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
Work Authorization/Sponsorship At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
#J-18808-Ljbffr