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Senior AWS Connect Developer

Gainwell Technologies LLC

Role overview

Qualifications

  • 10+ years of experience in contact center technologies or customer service platforms
  • 2-3+ years of hands-on experience with Amazon Connect
  • Good understanding of call routing, IVR, queues, and omnichannel interactions across voice, chat, email, and SMS
  • Knowledge of AWS services such as Lambda, S3, CloudWatch, and IAM

Responsibilities

  • Design, develop, and enhance Amazon Connect solutions for voice and digital customer interactions
  • Configure and optimize call routing, IVR, queues, and contact flows based on business requirements
  • Enable omnichannel interactions across voice, chat, email, and SMS
  • Troubleshoot and resolve production issues and identify sustainable improvements

Key facts

Hard skills

Other skills

  • Communication
  • Problem Solving
  • Analytical Thinking

About the company

Gainwell Technologies LLC logo

Gainwell Technologies LLC

Digital Health & Health Tech

For 50 years, our nation’s federal Medicaid program has worked to improve the health, safety and well-being of America’s most vulnerable populations: low-income families, women and children, seniors, and those with disabilities. With positive health and cost outcomes that pierce inequities and impact economies, the success of these programs is inextricably tied to the prosperity of communities, individual states and the nation as a whole. We think that demands respect and, more importantly, is deserving of a lifetime commitment from innovators who can help those who operate within and around health and human services evolve — in any market at any stage. At Gainwell Technologies, that’s our sole focus. Built across more than five decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet agencies, health plans and MCOs where they are on their modernization journeys and propel them into the future of public health. Our commitment to innovation, deep experience and ability to leverage insights from customers across 50 states has allowed us to expand on next-generation, cloud-enabled technologies. Today, Gainwell offers one of the most comprehensive suites of scalable services and solutions on the market — all proven to deliver cost savings, better patient outcomes and an improved provider experience. Equally important to our expanding technologies and results: We bring ideas that bring policies to life.

Company details

Company typeLarge
IndustryDigital Health & Health Tech
Company size10001

Links

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Job description

 

Summary

We are seeking a highly experienced and results-driven Senior AWS Connect Developer with strong expertise in contact center technologies, customer service platforms, and Amazon Connect. This role requires a hands-on technical professional who can translate business requirements into scalable contact center solutions, integrate Amazon Connect with CRM and enterprise applications, and support production environments. The ideal candidate brings strong AWS knowledge, troubleshooting skills, stakeholder management, and experience collaborating with onshore and offshore teams, preferably within the healthcare domain. This role is strictly involved in the development of the product and does not involve access to Protected Health Information (PHI) & Personally Identifiable Information (PII) or any secured/confidential client data. The work is limited to application development and does not include handling or processing of sensitive health information.

Your role in our mission

As a AWS Connect Developer, you will play a critical role in designing, developing, integrating, and supporting customer contact solutions that improve operational efficiency and customer experience. You will:

  • Design, develop, and enhance Amazon Connect solutions for voice and digital customer interactions
  • Configure and optimize call routing, IVR, queues, and contact flows based on business requirements
  • Enable omnichannel interactions across voice, chat, email, and SMS
  • Integrate Amazon Connect with CRM platforms and other enterprise applications
  • Develop and support integrations using AWS services such as Lambda, S3, CloudWatch, and IAM
  • Analyze business requirements and translate them into scalable technical solutions
  • Troubleshoot and resolve production issues and identify sustainable improvements
  • Collaborate with stakeholders and onshore and offshore delivery teams to ensure successful implementation
  • Support technical documentation, testing, deployment, and release readiness
  • Provide technical guidance and communicate solution options, risks, and dependencies clearly

What we're looking for

We are looking for a candidate who brings a strong combination of contact center expertise, AWS technical skills, problem-solving ability, and leadership:

Experience:

•  10+ years of experience in contact center technologies or customer service platforms

•  2-3+ years of hands-on experience with Amazon Connect

Contact Center & Integration Expertise:

•  Good understanding of call routing, IVR, queues, and omnichannel interactions across voice, chat, email, and SMS

•  Experience integrating Amazon Connect with CRM and other enterprise applications

•  Ability to analyze business requirements and translate them into technical solutions

•  Healthcare domain knowledge is preferred

Technical & Cloud Skills:

•  Knowledge of AWS services such as Lambda, S3, CloudWatch, and IAM

•  Experience in troubleshooting and resolving production issues

Leadership & Soft Skills:

•  Strong communication and stakeholder management skills

•  Ability to work collaboratively with onshore and offshore teams

•  Strong analytical thinking, problem-solving, and delivery ownership

Certifications (Preferred):

•  Amazon Connect and/or AWS Cloud certifications are preferred

What you should expect in this role

  • Remote working environment
  • Shift time -2pm - 11PM IST
 

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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