Contact Center Platform Engineer

About the Role

We are seeking a Contact Center Platform Engineer to join our team supporting one of the largest enterprise contact center operations in the industry -- processing 70,000+ calls per day across 8,000 human agents. This is a high-impact role where your work directly affects the reliability, performance, and evolution of the telephony and AI-powered transcription/summarization platform that underpins our entire customer support operation.

You will work at the intersection of cloud infrastructure, real-time voice processing, and AI-driven conversation intelligence -- building, maintaining, and optimizing the systems that connect CISCO telephony, AWS Amazon Connect, and Salesforce Service Cloud Voice.

Key Responsibilities

Platform Development & Maintenance

• Design, build, and maintain Amazon Connect contact flows that route and manage high-volume call traffic
• Develop and maintain AWS Lambda functions in Python that power custom business logic within the contact center pipeline
• Extend and troubleshoot the integration chain: CISCO telephony -> AWS Amazon Connect / Contact Lens -> Salesforce Service Cloud Voice -> AgentForce summarization
• Work with Kinesis Data Streams for real-time call event and transcription data processing
• Manage data persistence layers using DynamoDB for contact center metadata and operational state

Infrastructure & Deployment

• Author and maintain CloudFormation templates for infrastructure-as-code deployments
• Operate deployment pipelines using AWS CLI and SAM CLI
• Ensure repeatable, auditable, and rollback-capable deployment processes across environments
• Participate in capacity planning given the scale of the operation (70k daily calls)

Operations & Troubleshooting

• Perform ad-hoc investigation and root cause analysis using CloudWatch Logs, Metrics, and Alarms
• Write custom Python scripts for diagnostics, data extraction, and operational tooling
• Monitor transcription accuracy (Contact Lens) and summarization quality (AgentForce) and raise issues proactively
• Respond to production incidents affecting call flow, transcription, or integration reliability

Cross-Functional Collaboration

• Partner with Salesforce/CRM teams on VoiceCall object integration and AgentForce configuration
• Coordinate with network/telephony teams on CISCO infrastructure dependencies
• Communicate technical concepts clearly to non-technical stakeholders and leadership
• Provide technical guidance and documentation for operational runbooks and knowledge transfer

Required Qualifications

Technical Skills

• 3+ years of Python development experience -- writing production-grade code, not just scripting
• 2+ years hands-on AWS experience, specifically with:
• Lambda (authoring, debugging, performance tuning)
• Amazon Connect (contact flows, queues, routing profiles)
• CloudFormation / SAM (template authoring and deployment)
• CloudWatch (log analysis, metric queries, alarm configuration)
• Kinesis Data Streams (consumer/producer patterns)
• DynamoDB (table design, query patterns, capacity management)
• Solid understanding of event-driven and serverless architectures
• Experience with CLI-driven workflows (aws cli, sam cli, shell scripting)
• Familiarity with real-time data processing at scale

Professional Skills

• High degree of autonomy and agency -- this role requires independent problem-solving with minimal hand-holding
• Strong investigative mindset -- able to trace issues across distributed systems (telephony -> cloud -> CRM) methodically
• Excellent written and verbal communication -- you will need to extract information from other teams and clearly convey technical requirements and findings
• Ability to learn new systems quickly -- the integration surface area is broad (CISCO, AWS, Salesforce) and you must ramp up efficiently on unfamiliar components
• Comfortable working in a high-volume, production-critical environment where decisions have immediate operational impact

Preferred Qualifications

• Experience with Amazon Connect and Contact Lens specifically (flow design, real-time/post-call analytics)
• Familiarity with Salesforce Service Cloud Voice and the VoiceCall object model
• Exposure to Salesforce AgentForce or similar AI-powered conversation summarization tools
• Experience with CISCO telephony (CUCM, CVP, or similar CISCO contact center products)
• AWS Certifications (Solutions Architect Associate, Developer Associate, or equivalent)
• Experience with observability tooling beyond CloudWatch (Datadog, Splunk, Grafana)
• Background in contact center operations or telecommunications at scale