Contact Center Product Engineer for Amazon Connect Development

The Contact Center Product Engineer is responsible for developing implementation and operational processes for Enterprise Contact Center voice operations omnichannel voice and chat services to the enterprise contact center platforms. Under the direction of Voice Operations leadership, this engineer will be responsible for creating and delivering contact center product offerings within Amazon Connect to support Change Healthcare internal and external customers, while ensuring compliance with enterprise processes, quality, and standards.

Core Responsibilities:
• Interface with other IT teams and business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
• Research, develop and test cloud contact center solutions to improve business processes and outcomes. Map functional capabilities to tools and applications and document specifications.
• Recommend controls by identifying problems, document improved procedures. Conduct current state to future state gap analysis; identify and classify change impacts.
• Create informative, actionable, and repeatable reporting that highlight relevant business and technology trends and opportunities for improvement.
• Demonstrate functionality of completed products to internal team members and other stakeholders.
• Maintain documentation on all Contact Center architectures, procedures, best practices, and knowledge-based articles for enterprise consumption.

Requirements:
• Minimum of 2+ years of experience working in IT or related field.
• Minimum of 2+ years of experience with Python and/or React.
• Minimum of 2+ years of experience in core AWS services: Lambda, S3, DDB, Kinesis, CloudWatch, SNS.
• Collaborative with excellent written and verbal communication skills internally and externally.
• Professional experience utilizing AWS Cloud Technologies.
• Professional experience with call flow development.
• Experience with CORS – Cross-Origin Resource Sharing.
• This job will require developing CI/CD processes and corresponding testing automation for Amazon Connect in alignment with existing Change Healthcare cloud processes and procedures.

Preferred Qualifications:
• Professional experience with Amazon Connect.
• Experience with Scrum/Agile development methodologies.
• Strong Cloud experience, with preference for Amazon Web Services.
• Proficiency with coding languages such as Python and Node.JS.
• Proficiency with CI/CD methodologies such as GitLab and/or TerraForm.
• Experience with containers and/or Fargate.
• Knowledge of SRE methodologies.
• Familiarity with Splunk.