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 post-mortems; produce standards and documentation; mentor engineers.
Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.
Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.
Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance). The hourly pay rate for this role will be $55-70/hr.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
5 - 10+ years in telephony/contact center engineering
3+ years hands-on with Amazon Connect
2+ years with Salesforce Service Cloud Voice
Expertise in:
Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
Strong grasp of security, compliance, and data governance.
Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
Agile/scrum experience.
Nice to Have Skills & Experience
Agentforce Experience
Infrastructure as Code and CI/CD for contact center infrastructure.
IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
Financial services industry experience (contact center operations).
Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.
Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.
SSO/identity (Okta/Azure AD) and enterprise change/release management.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.