ConsultNet, LLC
Sr. Amazon Connect Developer – Remote
ConsultNet, LLC, West Des Moines, Iowa, United States, 50265
Title: Sr. Amazon Connect Developer
Location: Remote
Target Start Date: 11/3/25
Type: Direct Hire
Pay: $140,000 – $160,000
Selling Point on Client: This company offers a competitive benefit package that includes: 100% company-funded ESOP retirement plan, 1?2 day Fridays all year long, bonuses, and a great culture.
Responsibilities
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).
Required Skills
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.
Expertise in 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.
Bonus Skills
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.
We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.
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Selling Point on Client: This company offers a competitive benefit package that includes: 100% company-funded ESOP retirement plan, 1?2 day Fridays all year long, bonuses, and a great culture.
Responsibilities
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).
Required Skills
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.
Expertise in 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.
Bonus Skills
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.
We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.
#J-18808-Ljbffr