23 hours ago
Remote, United States or Denver, CO, USASenior
Base Salary
$93k - $150k/yr
Responsibilities
- Own the technical design, configuration, maintenance, and enhancement of Amazon Connect capabilities supporting IVA voice and digital customer journeys.
- Build, test, and maintain Amazon Connect contact flows, routing logic, prompts, queues, hours of operation, security profiles, and related configurations.
- Develop and support integrations between Amazon Connect, the IVA or conversational layer, and enterprise systems using AWS Lambda, APIs, event-driven patterns, and secure data exchange.
- Translate business and customer needs into technical requirements and incremental production releases.
- Troubleshoot live issues across contact flows, bot behavior, Lambda functions, APIs, data dependencies, and telephony components, and lead root-cause analysis and remediation.
- Establish practices for change management, versioning, peer review, testing, release readiness, rollback, and production support.
- Improve logging, dashboards, alerts, traceability, and service-level measures for availability, automation performance, transfers, errors, and customer experience.
- Apply least-privilege access, secrets management, encryption, auditability, and secure API practices for sensitive customer information.
- Create and maintain technical documentation, runbooks, architecture diagrams, and operational knowledge.
- Assess new Amazon Connect and AWS capabilities and recommend adoption where they improve operations, customer experience, or maintainability.
Requirements
- 7+ years of software, cloud, contact-center, or platform engineering experience.
- 2+ years delivering and supporting Amazon Connect solutions in a production environment.
- Hands-on experience building and maintaining Amazon Connect contact flows and integrating Connect with AWS Lambda and external systems.
- Strong experience with a programming language used for serverless development, such as Node.js or JavaScript.
- Working knowledge of AWS IAM, CloudWatch, logging and monitoring, API integration, networking fundamentals, and secure cloud engineering practices.
- Experience with Amazon Lex or a comparable conversational AI platform, including intent design, session and context management, error recovery, and live-agent escalation.
- Experience supporting customer-facing or business-critical systems, including incident response, troubleshooting, root-cause analysis, and change or release management.
- Ability to explain technical tradeoffs to technical and nontechnical partners and collaborate across product, operations, security, and vendor teams.
- Knowledge of Amazon Connect contact flows, queues, routing profiles, prompts, telephony configuration, agent experience, contact attributes, reporting, metrics, and security configuration.
- Knowledge of serverless and integration services including Lambda, API Gateway, IAM, CloudWatch, CloudTrail, S3, DynamoDB, EventBridge, SNS, SQS, and Secrets Manager.
- Experience with infrastructure or configuration as code, source control, automated tests, environment promotion, and deployment controls.
- Knowledge of enterprise integration patterns, authentication and authorization, error handling, resiliency, data mapping, and safe handling of personally identifiable or protected information.
Benefits
- Medical, dental, and vision insurance.
- Employer-paid basic life insurance and AD&D, plus voluntary life insurance for employees, spouses, and children.
- Health care and dependent care flexible spending accounts.
- Pre-tax and post-tax commuter and parking benefits.
- 401(k) retirement savings plan with company match.
- Paid time off and paid parental leave.
- Short-term and long-term disability coverage.
- Tuition reimbursement.
- Employee discounts for retail, hotels, food, restaurants, car rentals, and more.
- Bonus eligibility based on individual and company performance.
Tech Stack
Categories
About Modivcare
Modivcare is a public, technology-enabled healthcare services company that provides non-emergency medical transportation, personal care, and remote patient monitoring for health plans and government programs. It contracts with Medicaid and Medicare Advantage plans and state agencies to coordinate rides, in-home care, and supportive services that address social determinants of health. Headquartered in Denver and traded on Nasdaq (MODV), it operates nationwide across the U.S.