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 creating technology solutions for partner operations. The engineer will have full ownership of a high-impact platform that transforms partner communication with Amazon. The position involves collaboration with product managers and engineering teams to ensure operational excellence and support multi-language and multi-region expansion.

• Experience in automating, deploying, and supporting large-scale infrastructure.
• 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.
• 3+ years of non-internship professional software development experience.
• Experience with distributed systems at scale.
• Experience with AI/ML technologies.
• Experience developing or delivering training programs across multiple sites or regions, or experience with Learning Management Systems (LMS).
• Experience with Amazon Connect, including contact flows, routing profiles, queues, and Lambda hooks.

• 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.