System Development Engineer, Hub Tech Tooling

Description

Amazon's Hub Delivery program enables local businesses to serve their communities as package delivery partners - and we're building the technology to scale it to 40,000+ partners worldwide. We're looking for a System Development Engineer to own our Amazon Connect contact center platform and its Salesforce integration from the ground up. This is a greenfield build: you'll design the architecture, build CI/CD pipelines, implement omnichannel routing (voice, SMS, email, chat), and operate the system in production.

If you want full ownership of a high-impact platform that directly transforms how thousands of partners communicate with Amazon, this is the role.

• Design and implement the Amazon Connect architecture supporting voice, SMS, email, and chat channels for a global partner base
• Build and maintain CI/CD pipelines for deploying contact flows, Lambda functions, and infrastructure changes across dev/staging/production environments
• Implement Salesforce CTI integration enabling click-to-call, automatic call logging, screen pops with partner information, and call recording storage
• Configure intelligent contact routing based on partner attributes, agent availability, language preferences, and business rules
• Set up 2-way SMS capabilities including number provisioning, opt-in/opt-out management, and CRM activity logging
• Build email-to-case integration routing partner emails to Salesforce Cases with automatic assignment and SLA tracking
• Implement self-service capabilities using Amazon Lex for common partner inquiries
• Establish monitoring and alerting using Cloud Watch, Connect metrics, and custom operational dashboards
• Collaborate with adjacent teams building on the same platform to share patterns and establish reusable components
• Own operational excellence: on-call rotation, runbooks, incident response, and capacity planning
• Support multi-language and multi-region expansion

You'll start your day reviewing operational health dashboards for the Connect instance, then shift into building whether that's writing CDK to deploy new contact flows, debugging a Lambda integration with Salesforce, or configuring routing rules for a new region launch. You'll collaborate with product managers defining partner communication requirements, work with field operations teams to understand their workflows, and partner with other engineering teams building on AWS Connect to share patterns.

Some days you'll be deep in code; other days you'll be whiteboarding architecture for the next phase of the platform.

Hub Tech Tooling builds and operates the technology platform powering Amazon's Hub Delivery program. We own CRM systems, AWS integrations, and communication infrastructure supporting partner operations across multiple countries. Our team operates at the intersection of cloud services and business applications — building systems that enable field teams to scale globally without linear headcount growth. We value engineers who take ownership, move fast, and deliver complete solutions.

• Experience in automating, deploying, and supporting large-scale infrastructure
• Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, Rust
• Experience with CI/CD pipelines build processes
• Experience building services using AWS products
• 3+ years of non-internship professional software development experience

• Experience with distributed systems at scale
• Experience with AI/ML technologies
• Experience developing or delivering training programs across multiple sites or regions, or experience with Learning Management Systems (LMS)
• Experience with Amazon Connect (contact flows, routing profiles, queues, Lambda hooks)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or…