Amazon Connect Developer

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** * 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 [About Us](https://www.thehartford.com/about-us) | [Our Culture](https://www.thehartford.com/about-us/corporate-culture) | [What It’s Like to Work Here](https://www.thehartford.com/careers/our-employees)