Software Architect (Amazon Connect - IVR)
Assurant, Inc.1 day ago
Remote, United StatesStaff+
Base Salary
$104k - $173k/yr
Responsibilities
- Own the technical architecture and engineering direction for Amazon Connect.
- Design scalable solutions for voice, chat, messaging, routing, recording, analytics, agent experiences, and integrations.
- Lead migration and coexistence strategies between Cisco UCCE/CVP and Amazon Connect.
- Build AI-enabled self-service and agent-assist capabilities using Amazon Lex, Amazon Bedrock, AWS Lambda, and generative or agentic AI patterns.
- Design serverless integrations using AWS services, APIs, event-driven architectures, and enterprise systems.
- Establish CI/CD, infrastructure-as-code, security, observability, resiliency, and production-readiness standards.
- Provide hands-on technical leadership through architecture reviews, prototypes, reusable patterns, pairing, and mentorship.
- Partner with AWS, vendors, Security, Architecture, Data, Operations, and product teams to deliver secure and supportable solutions.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 10+ years of experience in software engineering, solution architecture, cloud engineering, or contact center technology.
- 5+ years of hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions.
- Deep knowledge of Amazon Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics.
- Strong experience with AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless or event-driven architecture.
- Experience with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls.
- Strong AWS security, IAM, observability, infrastructure-as-code, and CI/CD experience.
- Proven ability to lead technical delivery and influence teams in a matrixed enterprise environment.
- Cisco UCCE/CVP-to-Amazon Connect migration experience is helpful.
- Experience with SIP, PSTN, SBC, carrier integration, WebRTC, and enterprise voice is helpful.
- Experience with Amazon Bedrock, Contact Lens, Customer Profiles, Cases, outbound, workforce and quality capabilities, and custom agent workspace is helpful.
- Advanced AWS certifications and experience delivering secure contact center and AI solutions in regulated environments are helpful.
Benefits
- Remote position, indicated by the posting’s #LI-Remote designation.
- Benefits information is provided through Assurant’s benefits resources, with location-specific details available from a recruiter.
Tech Stack
Categories
About Assurant, Inc.
Assurant provides specialty insurance, extended service contracts, and mobile device protection and repair, distributed through mobile carriers, retailers, auto dealers, lenders, and property managers. Its portfolio includes renters and lender-placed homeowners insurance, vehicle protection, flood coverage, and device logistics and repairs. A Fortune 500 public company (NYSE: AIZ) headquartered in Atlanta, it operates in 21 countries.