IND Staff Software Engineer - GCC011
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.
Role Summary
We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform (e.g., Amazon Connect).
The ideal candidate combines strong hands-on engineering experience (Python, DevOps, cloud-native architectures) with experience in contact center technologies (Amazon Connect, Genesys Cloud, NICE, or Five9). We have a strong AI-first engineering mindset and are seeking engineers experienced with — or eager to adopt — AI-driven development practices and tooling.
Key Responsibilities
Software Engineering & Development
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Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo
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Support:
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IVR/contact flow development
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Routing logic and telephony integrations
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Voice, chat, and email channel capabilities
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Contribute to contact center migration and modernization efforts
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Design integrations across contact center platforms and enterprise systems
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Build and maintain APIs, microservices, and serverless solutions
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Ensure solutions meet performance, scalability, and security standards
AWS & Cloud Engineering
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Implement solutions using AWS services, including:
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IAM (Identity & Access Management)
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Lambda / serverless compute
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API Gateway
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S3, DynamoDB, or RDS
AI-First Engineering (Preferred)
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Leverage AI tools to accelerate development productivity and quality
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Apply AI-assisted approaches for:
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Code generation and refactoring
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Test case generation and defect analysis
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Documentation and knowledge sharing
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Experience with or interest in AI development tools used within the enterprise environment (e.g., Copilot-style tools, internal AI accelerators, or similar platforms)
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Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights)
Agile Delivery
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Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments
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Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos)
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Deliver working, production-ready software each sprint
Quality & Engineering Excellence
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Develop and maintain automated unit and integration tests
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Participate in code reviews and enforce standards
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Troubleshoot defects and perform root cause analysis
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Ensure adherence to definition of done and quality benchmarks
Required Skills & Experience
CCaaS / Telephony Platforms
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Hands-on experience with:
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Amazon Connect (preferred)
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OR similar platforms (Genesys Cloud, NICE, Five9)
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Knowledge of:
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IVR/contact flows
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Routing logic and telephony integrations
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Omni-channel customer experience solutions
AWS & Cloud
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Hands-on experience with AWS services:
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IAM (roles, policies, access control)
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Lambda, API Gateway
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Data services (DynamoDB, S3, RDS)
DevOps & CI/CD
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Experience with:
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Jenkins
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AWS CodePipeline (CodeBuild / CodeDeploy preferred)
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Strong understanding of CI/CD, automation, and version control (Git)
Agile & SDLC
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Experience working in Agile (Scrum/Kanban) environments
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Familiarity with tools such as:
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Jira, Rally, or equivalent
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Strong understanding of iterative delivery and backlog refinement
Professional Skills
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Strong analytical and problem-solving skills
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Excellent communication and collaboration abilities
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Ability to thrive in a fast-paced, Agile environment
Preferred Qualifications
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Experience with:
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Event-driven architectures (Kafka, SNS/SQS)
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Observability tools (CloudWatch, Splunk)
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Infrastructure as Code (Terraform, CloudFormation)
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AWS certifications (Developer, Solutions Architect)
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Experience in large-scale cloud or contact center transformations
Success Profile
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Delivers high-quality solutions aligned to sprint goals
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Demonstrates ownership from design through production support
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Actively adopts and champions AI-first development practices
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Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement
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Contributes to engineering innovation, speed, and quality
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Balances delivery velocity with long-term architectural integrity
