Lead Application Engineer – CCaaS; AWS Connect​/Five​/Cloud Migration

Job Summary (Lead Application Engineer CCaaS, Cloud Migration)

• Lead the design, development, and modernization of enterprise‑grade contact center applications and APIs (Java‑based).
• Architect and execute migration of on‑premise Genesys contact center to a cloud‑based CCaaS solution (AWS Connect or GCP/Five9).
• Design and implement Intelligent Virtual Assistant (IVA) and omnichannel contact center capabilities (routing, IVR, workforce tools).
• Integrate contact center platforms with CRM and enterprise systems (Salesforce, Service Now, etc.).
• Define and drive architecture strategy for scalability, performance, and security.
• Mentor and provide technical leadership to engineering teams.
• Collaborate with product and business teams to align solutions to business needs.
• Specialize in either AWS/Amazon Connect or GCP/Five9 cloud contact center platforms, including secure architecture, IVR, NLU/NLP, and integrations.
• Utilize Infrastructure as Code (Terraform/Cloud Formation), cloud security, and CI/CD (Git Hub Actions).
• Foster a culture of continuous improvement and strong communication across distributed teams.

• 8 10+ years in software engineering, with deep Java/API expertise.
• Strong experience in cloud contact center technologies (Genesys, Amazon Connect, or Five9).
• Proven background in architecture design, system modeling, and integration.
• Knowledge of Agile, CI/CD, Dev Ops, and cloud security/compliance (PCI, HIPAA).
• Excellent leadership, communication, and mentoring skills.
• Proactive, collaborative, and improvement‑oriented mindset.