Amazon Connect Engineer II/III - Contact Center Platform

Join the team that keeps Mutual of Omaha''''s contact centers running - 30+ call centers, real-time call routing, and the flows that connect every customer to the right place. This is a hands-on Amazon Connect role: you''''ll build and maintain the queues, routing profiles, and call flows our contact center agents rely on every day, working alongside a small, experienced team that''''s been running Connect for nearly a decade.

We''''re looking for someone who genuinely knows Amazon Connect inside and out - not just used it, but has owned flow builds end to end (think: standing up a new call center''''s queues, quick connects, and routing from scratch). If you also bring broader AWS platform skills, that''''s a strong plus, but deep, hands-on Connect expertise is what we need most.

WHAT WE CAN OFFER YOU:

• Estimated Salary: $130,000 - $155,000, plus annual bonus opportunity.

• 401(k) plan with a 2% company contribution and 6% company match.

• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment which includes OPT.

This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings

WHAT YOU''''LL DO:

• Own call routing & flows: Build, modify, and troubleshoot Amazon Connect call flows, queues, routing profiles, and quick connects to support ongoing contact center changes - new lines of business, reorgs, phone number changes, and more
• Build AWS serverless apps: Develop Node.js/TypeScript services using AWS Lambda, CDK, S3, and DynamoDB to power scalable solutions alongside Connect
• Support platform modernization: Help evaluate and migrate legacy tooling to native AWS alternatives (e.g., workforce management, screen recording) as our platform evolves
• Contribute to front-end tooling: Make updates to our internal contact center administration app (Vue.js/Nuxt.js) that gives supervisors and agents self-service controls
• Embed quality & reliability: Implement automated tests, CI/CD pipelines, and best practices for security and operational excellence
• Mentor & collaborate: Share Connect expertise with teammates, review designs/code, and help grow the team''''s platform-side depth

WHAT YOU'LL BRING:

• Hands-on, professional experience building and managing Amazon Connect call flows, queues, routing profiles, and quick connects - this is the core of the role
• Experience level flexible (Engineer II or III) based on total years of relevant experience - we''''re evaluating candidates across a range and leveling accordingly
• Comfort working with AWS services (Lambda, DynamoDB, and similar) - direct Connect platform integration experience is a strong plus
• Familiarity with a modern front-end framework (Vue.js/Nuxt.js preferred; React/Angular experience also welcome - we''''ll help you ramp up)
• Experience with API design, automated testing, and CI/CD practices
• Ability to work independently, communicate clearly, and support teammates in a small, collaborative team
• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously
• Able to work remotely with access to high-speed internet, located in the United States or Puerto Rico

This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings.

PREFERRED:

• Experience with NICE (CXone/inContact) - not required; we''''ll train the right candidate, and our platform usage here is decreasing
• Node.js/TypeScript backend development experience
• Experience with CloudWatch/X-Ray, Step Functions, EventBridge, KMS, and least-privilege IAM
• Familiarity with contact center analytics, workforce management, or quality monitoring
• Prior experience with platform migrations (e.g., moving from a legacy tool to a native cloud replacement)

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

Stay Safe from Job Scams

Mutual of Omaha only accepts applications from mutualofomaha.com/careers. Legitimate communications will come from ''''@mutualofomaha.com.'''' We never request sensitive information or extend job offers without conducting interviews. For more details, check our Hiring FAQs. Stay alert for scams and apply securely!

Fair Chance Notices

#mutualofomaha