AWS Cloud Engineer - Contact Center

Cloud Engineer - IE07OE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

?As a key member of the Reliability Engineering team supporting the Customer Experience Platform , you will design and implement services that standardize and optimize cloud environments for high availability and scalability. You will build reusable architectures and services that accelerate development velocity for agile teams, ensuring robust, fault-tolerant, and operator-friendly solutions. Your work will enable seamless integration of Contact Center technologies and Voice Bots , driving exceptional customer experiences.

This role will have a Hybrid work schedule, with the expectation of working in an office (Columbus, OH, Chicago, IL, Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Key Responsibilities

• Cloud Standardization & Architecture

• Identify, drive, and implement services to standardize cloud environments across the enterprise.

• Build reusable architectures and services that can be leveraged by agile teams to improve development velocity.

• Ensure applications follow best practices for fault tolerance, separation of duties, observability, and operational simplicity.

• Customer Experience and Contact Center Expertise

• Design and operationalize cloud solutions that integrate Contact Center platforms and Voice Bot technologies .

• Act as a subject matter expert for conversational AI and voice automation within customer engagement workflows.

• Advise on scalability and development opportunities to enhance customer experience capabilities.

• Cloud Compliance & Optimization

• Deliver tooling and capabilities for cloud compliance, metrics, reporting, and cost management.

• Translate business requirements into secure, scalable cloud solutions aligned with enterprise architecture principles and guardrails.

• DevSecOps & Agile Practices

• Apply DevSecOps principles and Agile methodologies to build immutable infrastructure using Infrastructure as Code (IaC).

• Champion automation and programmable infrastructure for enterprise-grade deployments.

• Thought Leadership & Mentorship

• Serve as a trusted cloud and customer experience expert for aligned business units.

• Continuously research advancements in cloud and Contact Center ecosystems, presenting forward-looking opportunities.

• Mentor junior team members and influence technical decisions to enable The Hartford's technology transformation.

• Collaboration

• Work closely with the Chief Technology Office, Enterprise Data Office, , Claims and Contact Center operations to deliver simple, outcome-driven solutions.

Required Qualifications:

• Experience in AWS Cloud, CI/CD DevOps and exposure to IAC deployments and build quality code.

• Minimum 4+ years of software development or data engineering experience.

• 2+ years of operating production workloads in cloud infrastructure.

• Proven experience with SDLC, Agile, and iterative deployment practices.

• Expertise in Contact Center technologies (e.g., Contact Center, Workforce Management, Amazon Connect) and Voice Bots/Conversational AI, including delivery through Cloud Formation Templates and platform enablement using Infrastructure as Code (IaC).

• Ability to communicate effectively at all organizational levels and influence leadership.

• Ability to work independently in a lean, agile, and fast-paced environment.

• Understanding of Serverless, Container, Observability; Cloud trail

Preferred Qualifications:

• Experience with large-scale application and business process cloud re-imaging.

• Exposure to cross-account code promotion best practices .

• Knowledge of cloud security best practices, IAM, and regulatory compliance.

• Practical application of DevSecOps and Agile methodologies.

• Cloud certifications required (AWS, Azure, or GCP).

• Familiarity with Voice Bot frameworks, NLP engines, and integration with Contact Center platforms .

Candidate must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$122,800 - $184,200

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age