Lead Application Engineer – CCaaS

Type: 6+ Month Contract (Potential to Convert)

Location: Hybrid – Phoenix, AZ (18850 N 56th St) preferred;
Sunrise, FL (1500 NW 136th Ave) also considered

American Express is seeking a Lead Application Engineer to spearhead the design, development, and modernization of enterprise contact center platforms. This role is central to a large-scale migration from on‑premise Genesys to cloud‑based CCaaS solutions (AWS Connect or GCP/Five9). The ideal candidate brings deep Java/API engineering expertise, cloud architecture experience, and strong leadership skills to enhance customer experience platforms.

Lead development of scalable, enterprise‑grade applications and APIs (Java‑based).

Design and implement CCaaS and Intelligent Virtual Assistant (IVA) solutions.

Architect and support cloud migration from Genesys to AWS or GCP platforms.

Enhance contact center capabilities: routing, IVR, omnichannel, workforce tools.

Integrate systems with CRM platforms (Salesforce, Service Now, etc.).

Define and drive architecture strategy ensuring scalability, performance, and security.

Collaborate with product and business teams to align technical solutions with business outcomes.

Mentor engineers and provide technical leadership across initiatives.

8–10+ years of software engineering experience.

Strong expertise in Java development and API engineering.

Hands‑on experience with contact center technologies (Genesys, Amazon Connect, Five9).

Proven background in architecture design and complex system modeling.

Solid understanding of data structures, algorithms, and design patterns.

Experience with Agile, CI/CD, and Dev Ops practices.

Excellent communication skills to influence technical and non‑technical stakeholders.

Design CCaaS solutions using Amazon Connect and Amazon Lex.

Build conversational IVR leveraging NLU/NLP, intents, and dialog orchestration.

Architect AWS environments (Lambda, API Gateway, S3, Dynamo

DB, Kinesis, Cloud Watch, EKS).

Implement secure cloud architectures (IAM, VPCs, encryption, multi‑region HA).

Integrate via Lambda webhooks, CTI adapters, SIP trunking, Amazon Chime Voice Connector.

Support migration from legacy platforms to Amazon Connect.

Design CCaaS solutions using Dialogflow CX and Five
9.

Build conversational IVR with NLU/NLP, webhook integrations, and flow orchestration.

Architect GCP environments (GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, Big Query).

Implement secure, scalable infrastructure (IAM, VPC, encryption, multi‑region HA).

Develop and optimize Five9 solutions (ACD, routing, dialer, omnichannel).

Lead integrations via APIs, webhooks, SIP/WebRTC, CRM/CTI integrations.

Support migration from legacy platforms to Five
9.

Infrastructure as Code (Terraform, Cloud Formation).

Knowledge of OAuth, cloud security architecture, compliance (PCI, HIPAA).

Experience with observability, monitoring, and performance optimization.

Familiarity with Git Hub Actions or similar CI/CD tooling.

Strong leadership and mentorship capabilities.

Ability to collaborate across distributed teams and stakeholders.

Excellent written and verbal communication skills.

Proactive mindset with focus on continuous improvement.