Amazon Connect Developer

Key Responsibilities: Design and build Amazon Connect contact flows, routing profiles, queues, and CCP configuration from the ground up for multi-skill, priority-based routing. Architect REST APIs on API Gateway backed by Lambda for real-time lookups, screen-pops, and business-system integration. Design relational schemas on RDS (PostgreSQL/MySQL) for interaction metadata, history, and reporting, and write and tune the SQL on top of them. Build and troubleshoot the Amazon-side CTI layer that bridges to Salesforce Service Cloud Voice, in partnership with the Salesforce product owner and admins. Codify all infrastructure in OpenTofu/Terraform — IAM roles, security policies, cross-account boundaries included. Implement asynchronous, event-driven patterns with EventBridge, SNS, and SQS.Instrument the platform with CloudWatch logs, alarms, and dashboards; set SLOs and alert thresholds that fire before users notice. Own production support and incident management for the platform: on-call rotation, RCA, log investigation, permanent fixes. Translate routing requirements from operations and workforce management into working contact flow logic. Document architecture, runbooks, and integration contracts. Required5–6+ years of hands-on AWS development, with 3+ directly on Amazon Connect: contact flows, routing profiles, queues, CCP, telephony configuration. Has built a contact center or telephony solution from scratch, not just extended someone else's. Strong REST API design, resource modeling, versioning, auth, idempotency (plus hands-on API Gateway and Lambda.)Relational schema design on RDS (PostgreSQL or MySQL), solid SQL, query performance troubleshooting. Basic-to-working Salesforce Service Cloud literacy. You don't need to be a Salesforce developer; you do need to understand Service Cloud Voice and hold up your end of the integration conversation. S3, EventBridge, SNS/SQS, CloudWatch. OpenTofu or Terraform, including IAM and security policy authoring. Production support background: on-call, incident response, RCA, log-based investigation. Contact center and telephony fundamentals: ACD, IVR, skills-based routing, SIP, call recording, CTI.Comfortable owning architecture decisions and pushing back on weak requirements.

Preferred: Migration experience off legacy CTI platforms (Ingenious and Cisco voice specifically.)Salesforce Service Cloud Voice integration experience beyond the basic requirement. AWS certifications (Solutions Architect, Developer).Experience in a cost-constrained enterprise; beverage alcohol, CPG, or distribution a bonus. CI/CD pipelines for infrastructure and Lambda deployment. BENEFITS OF WORKING WITH BROOKSOURCE:Direct communication with the hiring manager, which allows us to move candidates through the interview process faster. Dedication to keep an open line of communication and provide full transparency.

Benefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.