IT Software Engineer, 4 Expert

IMCS Group Inc

Cedar Rapids, IA

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JOB DETAILS

SKILLS

AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Annuities, Application Programming Interface (API), Artificial Intelligence (AI), Avaya Software, Business Case, Call Centers, Call Routing, Cisco Network Systems, Cloud Computing, Continuous Deployment/Delivery, Continuous Integration, Cross-Functional, Customer Experience, Customer Relationship Management (CRM) Systems, Database Report Tools, DevOps, Documentation, Financial Services, Information Technology Software, LEX (LEXical analyzer), Life Insurance, Mentoring, Microsoft Product Family, Operational Support, Operations Management, Performance Tuning/Optimization, Predictive Dialers, Regulatory Compliance, Routing Protocols, SIP (Session Initiation Protocol), Salesforce.com, Security Architecture, Software Engineering, System Migration, Team Player, Technical/Engineering Design, Telephony, User Interface/Experience (UI/UX), VoIP (Voice over IP), Voice Response Systems

LOCATION

Cedar Rapids, IA

POSTED

26 days ago

Max Rate ***
Remote

Description:
Seeking an experienced Amazon Connect Developer to lead and execute the migration of our existing contact center solution to Amazon Connect. This role requires strong technical expertise in Amazon Connect architecture, integration with AWS services, and hands-on development experience to ensure a seamless transition. The SME will work closely with IT, business stakeholders, and other external partners to ensure seamless integration, scalability, and operational efficiency.

Key Responsibilities:
" Lead the technical design, configuration, and integration of Amazon Connect into existing enterprise systems.
" Design and implement Amazon Connect solutions for contact center migration.
" Develop and configure call flows, routing logic, and IVR systems within Amazon Connect.
" Collaborate with other partners and internal teams to validate architecture, security, and compliance requirements.
" Integrate Amazon Connect with CRMs (e.g., Salesforce), data platforms and reporting tools (e.g., Contact Lens, CloudWatch).
" Integrate Amazon Connect with AWS Services for Lambda functions, Connect Streams API, and real-time analytics.
" Assist in building a business case by showcasing reduced complexity, improved agent efficiency, and enhanced customer experience.
" Document architecture, workflows, and runbooks for operational handoff and support.
" Train teams and provide technical mentorship during pilot and production phases.

Required Skills & Qualifications:
" Proven experience implementing and integrating Amazon Connect in enterprise environments.
" Strong knowledge of AWS services including Lambda, DynamoDB, Lex, Polly, S3, CloudWatch, and EventBridge.
" Experience with Connect Streams API, predictive dialers, and custom UI development for agent interfaces
" Deep understanding of IVR design, contact routing, and telephony protocols (SIP, VoIP).
" Familiarity with financial services infrastructure, especially in Life Insurance, Retirement, and Annuities.
" Ability to work across legacy systems and modern cloud platforms, including Cisco UCCE, Avaya, and Microsoft Teams.
" Strong documentation, stakeholder communication, and cross-functional collaboration skills.
" GEN AI with Q or Bedrock Experience

Preferred Qualifications:
" Experience with multi-system migrations and vendor contract rationalization.
" Background in contact center analytics, agent performance optimization, and self-service enablement.
" Certifications: AWS Certified Cloud Practitioner, Amazon Connect Communications Specialist, AWS Solutions Architect (Associate)
" Familiarity with compliance and regulatory frameworks in financial services.
" Experience with migration from Avaya infrastructure to Amazon Connect
" Knowledge of CI/CD pipelines and DevOps practices.

About the Company

IMCS Group Inc

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