Cloud Engineer II

Cloud Engineer II

Location: Newport Beach, CA, Omaha, NE or Charlotte, NC

Job Description: We are seeking a temporary Contact Center Developer Contractor for an engagement of up to six months to support a Next Generation Contact Center modernization initiative. This hands-on role will focus on Amazon Connect, Salesforce Voice integration, API development, IVR and self-service enhancements, automation, testing, and technical documentation. The contractor will develop, configure, test, and support secure, scalable contact center solutions that improve customer and agent experiences. The role will partner closely with Unified Communications, Salesforce, Cloud Engineering, Security, and delivery teams to support integrations, troubleshooting, deployment, and ongoing technical needs. The ideal candidate is a practical and collaborative developer with a strong technical foundation, problem-solving skills, and the ability to learn quickly. Expertise in every technology listed is not required, but experience with cloud contact centers, APIs, Salesforce integrations, automation, or customer experience solutions is highly valued.

Key Responsibilities:

• Support Amazon Connect development, configuration, and cloud contact center modernization.
• Assist with Salesforce Voice integration and related API development.
• Enhance IVR, routing, queues, chat, self-service, and customer journey capabilities.
• Support AI-enabled contact center features such as conversational IVR, bots, agent assist, and call summarization.
• Build and support cloud components using AWS services such as Lambda, Lex, Polly, DynamoDB, CloudWatch, CloudFront, S3, and API Gateway.
• Contribute to automation, Infrastructure as Code, CI/CD pipelines, and deployment practices using Terraform, Git, and Azure DevOps.
• Participate in testing, troubleshooting, implementation readiness, and technical documentation.

Qualifications:

• 2+ years of hands-on development or technical delivery experience in cloud contact center, enterprise application, or customer engagement environments.
• Experience with Amazon Connect or a similar cloud contact center platform.
• Experience with Salesforce, Salesforce Voice, or CRM-based contact center integrations.
• Working knowledge of API integrations, payloads, troubleshooting, and integration flows.
• Development experience with Node.js, JavaScript, Python, TypeScript, or similar languages.
• Familiarity with AWS services commonly used with Amazon Connect.
• Experience with Terraform, Git, CI/CD pipelines, Azure DevOps, or comparable DevOps tools.
• Understanding of IVR design, call flows, routing, queues, prompts, chat, self-service, and omni-channel contact center concepts.
• General understanding of cloud security, access controls, logging, monitoring, and secure development practices.
• Ability to communicate clearly with technical and non-technical partners.

What Will Make You Stand Out:

• Direct experience with Salesforce Voice and Amazon Connect implementations.
• Experience with AI-enabled contact center capabilities, including Amazon Lex, conversational bots, GenAI IVR, agent assist, call summarization, or speech analytics.
• Experience with secure cloud architecture, CloudFront, API Gateway, identity and access controls, or secrets handling.
• Experience with serverless architecture, event-driven integrations, Terraform, or structured release pipelines.
• Experience supporting chat, web, email, or other omni-channel contact center capabilities.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.