The System Development Engineer will own the Amazon Connect contact center platform and its Salesforce integration, focusing on designing architecture and building CI/CD pipelines. This role is part of the Hub Tech Tooling team, which supports Amazon's Hub Delivery program by developing technology that enables local businesses to serve their communities. The engineer will have full ownership of a high-impact platform that transforms partner communication with Amazon. The position involves collaboration with various teams and requires a mix of coding and architectural design.

• 3+ years of non-internship professional software development experience
• Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, or Rust
• Experience with CI/CD pipelines build processes
• Experience building services using AWS products
• Experience with distributed systems at scale
• Experience with Amazon Connect, including contact flows, routing profiles, queues, and Lambda hooks
• Experience with AI/ML technologies
• Experience developing or delivering training programs across multiple sites or regions, or experience with Learning Management Systems (LMS)

• 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 CloudWatch, 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, including on-call rotation, runbooks, incident response, and capacity planning.
• Support multi-language and multi-region expansion.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.