IND Lead Software Engineer - GCC026
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
- Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo
- Support:
- IVR/contact flow development
- Routing logic and telephony integrations
- Voice, chat, and email channel capabilities
- Contribute to contact center migration and modernization efforts
- Design integrations across contact center platforms and enterprise systems
- Build and maintain APIs, microservices, and serverless solutions
- Ensure solutions meet performance, scalability, and security standards
AWS & Cloud Engineering
- Implement solutions using AWS services, including:
- IAM (Identity & Access Management)
- Lambda / serverless compute
- API Gateway
- S3, DynamoDB, or RDS
AI-First Engineering (Preferred)
- Leverage AI tools to accelerate development productivity and quality
- Apply AI-assisted approaches for:
- Code generation and refactoring
- Test case generation and defect analysis
- Documentation and knowledge sharing
- Experience with or interest in AI development tools used within the enterprise environment (e.g., Copilot-style tools, internal AI accelerators, or similar platforms)
- Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights)
Agile Delivery
- Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments
- Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos)
- Deliver working, production-ready software each sprint
Quality & Engineering Excellence
- Develop and maintain automated unit and integration tests
- Participate in code reviews and enforce standards
- Troubleshoot defects and perform root cause analysis
- Ensure adherence to definition of done and quality benchmarks
Required Skills & Experience
CCaaS / Telephony Platforms
- Hands-on experience with:
- Amazon Connect (preferred)
- OR similar platforms (Genesys Cloud, NICE, Five9)
- Knowledge of:
- IVR/contact flows
- Routing logic and telephony integrations
- Omni-channel customer experience solutions
AWS & Cloud
- Hands-on experience with AWS services:
- IAM (roles, policies, access control)
- Lambda, API Gateway
- Data services (DynamoDB, S3, RDS)
DevOps & CI/CD
- Experience with:
- Jenkins
- AWS CodePipeline (CodeBuild / CodeDeploy preferred)
- Strong understanding of CI/CD, automation, and version control (Git)
Agile & SDLC
- Experience working in Agile (Scrum/Kanban) environments
- Familiarity with tools such as:
- Jira, Rally, or equivalent
- Strong understanding of iterative delivery and backlog refinement
Professional Skills
- Strong analytical and problem-solving skills
- Excellent communication and collaboration abilities
- Ability to thrive in a fast-paced, Agile environment
Preferred Qualifications
- Experience with:
- Event-driven architectures (Kafka, SNS/SQS)
- Observability tools (CloudWatch, Splunk)
- Infrastructure as Code (Terraform, CloudFormation)
- AWS certifications (Developer, Solutions Architect)
- Experience in large-scale cloud or contact center transformations
Success Profile
- Delivers high-quality solutions aligned to sprint goals
- Demonstrates ownership from design through production support
- Actively adopts and champions AI-first development practices
- Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement
- Contributes to engineering innovation, speed, and quality
- Balances delivery velocity with long-term architectural integrity
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