About this role
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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