Job Description
Insight Global is looking for a Senior Telephony/Amazon Connect Engineer for a top financial client in the Des Moines area. This person will:
Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.
Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).
Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.
Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).
Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.
Participate in an on-call rotation and support after-hours production releases.
Support incident response, root-cause analysis, and ...