Software Development Manager - Amazon Connect
US-CO-Englewood
Attract-careers1
Req #: 94468
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: We are seeking an experienced Software Development Manager to lead a high-performing development team focused on the design, implementation, and optimization of Amazon Connect across all communication channels (voice, chat, email, tasks, and third-party integrations). This role requires a hands-on technical leader with strong people leadership skills who can manage delivery roadmaps, provide architectural direction, foster a collaborative team culture, and ensure scalable, secure, and high-availability solutions using AWS services and related technologies. In addition to leading the core development team, this role will also manage and support cross-functional support roles engaged in maintaining and evolving the platform in production environments. Key Responsibilities: * Lead, mentor, and develop a team of engineers and support staff, providing day-to-day people leadership including goal setting, performance feedback, career development planning, and coaching * Own the technical roadmap and code quality for all Amazon Connect solutions, conducting code reviews and ensuring adherence to modern design patterns and security standards * Manage technical debt prioritization and remediation, ensuring continuous improvement of the core platform architecture and stability * Oversee the full software development lifecycle (SDLC), including planning, requirements gathering, design, development, testing, deployment, and production support * Collaborate with cross-functional stakeholders (Product, Operations, Security, Compliance, and Business Units) to gather requirements and deliver on strategic priorities * Manage support roles and responsibilities, ensuring production stability, incident response, and continuous improvement processes * Define architectural standards and best practices for Amazon Connect implementations, including channel orchestration, contact flows, data integration, and performance optimization * Manage vendor relationships and third-party integrations related to customer engagement platforms * Ensure solutions are compliant with security, regulatory, and data governance requirements (e.g., PCI, HIPAA, GDPR) Qualifications: Education and Experience: * Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred) * 7+ years of IT experience, including 3+ years managing development or engineering teams Skills and Qualifications: * Demonstrated experience in people management, team building, coaching, and performance management * Strong understanding of omnichannel customer engagement and contact center technologies * Proficiency in development using languages such as Python, Node.js, or JavaScript * Hands-on experience with AWS Lambda, Lex, Kinesis, Step Functions, and API Gateway * Familiarity with CI/CD pipelines, DevOps practices, and Infrastructure as Code (IaC) tools like CloudFormation or Terraform * Excellent interpersonal, leadership, communication, and organizational skills * Experience delivering solutions using Amazon Connect and the broader AWS ecosystem preferred * Experience integrating with third-party CRMs or case management systems. * Background in Agile/Scrum methodologies preferred * Knowledge of compliance frameworks (e.g., SOC2, ISO 27001) preferred Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
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