Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
The Senior Engineer - AWS Connect owns the technical health, maintenance, and continued enhancement of Modivcare's Intelligent Virtual Assistant (IVA) and its supporting contact-center capabilities. The engineer will makes the IVA easier to change, safer to operate, and more reliable for the members, providers, and teams who depend on it.
This role works across Amazon Connect contact flows, conversational experiences, integrations, and the AWS services that support them. This role translates business needs into production-ready changes, investigates and resolves live issues, and establishes the engineering discipline required to evolve a customer-facing platform without disrupting service.
You will...
- Amazon Connect & Contact Center
- Own the technical design, configuration, maintenance, and enhancement of Amazon Connect capabilities supporting the IVA and associated voice and digital customer journeys.
- Design, build, test, and maintain Amazon Connect contact flows, routing logic, prompts, queues, hours of operation, security profiles, and related configuration.
- Integrations & Development
- Develop and support integrations between Amazon Connect, the IVA/conversational layer, and enterprise systems using AWS Lambda, APIs, event-driven patterns, and secure data exchange.
- Partner with product, operations, contact-center, and business teams to convert service needs and customer pain points into clear technical requirements and incremental releases.
- Production Support & Engineering
- Troubleshoot production issues across flows, bot behavior, Lambda functions, APIs, data dependencies, and telephony/customer-experience components; lead root-cause analysis and durable remediation.
- Implement repeatable engineering practices for change management, versioning, peer review, testing, release readiness, rollback, and production support.
- Observability, Security & Documentation
- Improve observability through logging, dashboards, alerts, traceability, and practical service-level measures for IVA availability, containment/automation performance, transfer behavior, errors, and customer experience.
- Apply security and privacy controls appropriate for sensitive customer information, including least-privilege access, secrets management, encryption, auditability, and secure API practices.
- Create and maintain technical documentation, runbooks, architecture diagrams, and operational knowledge so the platform can be supported and enhanced as a durable internal capability.
- AWS & Platform Enhancement
- Assess new Amazon Connect and AWS capabilities pragmatically, recommending adoption only where they provide a clear operational, customer, or maintainability benefit.
We are excited to speak to someone with...
- 7+ years of software, cloud, contact-center, or platform engineering experience, including 2+ years delivering and supporting Amazon Connect solutions in a production environment.
- Demonstrated hands-on experience building and maintaining Amazon Connect contact flows and integrating Connect with AWS Lambda and external systems.
- Strong experience with one or more programming languages used for serverless development, such as Node/Javascript.
- Working knowledge of AWS IAM, CloudWatch, logging/monitoring, API integration, networking fundamentals, and secure cloud engineering practices.
- Experience with conversational AI/IVA technologies, including Amazon Lex or a comparable platform, and an understanding of intent design, context/session management, error recovery, and live-agent escalation.
- Experience supporting customer-facing or business-critical systems, including incident response, troubleshooting, root-cause analysis, and change/release management.
- Ability to explain technical tradeoffs clearly to both technical and nontechnical partners, and to work effectively across product, operations, security, and vendor teams.
- Amazon Connect: contact flows, queues, routing profiles, prompts, telephony configuration, agent experience, contact attributes, reporting/metrics, and security configuration.
- IVA and conversational experience: Amazon Lex or comparable conversational AI platforms; intent/utterance design, session and context handling, fallbacks, escalation to live assistance, and conversation analytics.
- AWS serverless and integration services: Lambda, API Gateway, IAM, CloudWatch, CloudTrail, S3, DynamoDB, EventBridge/SNS/SQS, Secrets Manager, and related services as applicable.
- Engineering enablement: infrastructure/configuration as code where practical, source control, automated tests, CI/CD, environment promotion, and deployment controls.
- Enterprise integration: REST APIs, authentication/authorization patterns, error handling, resiliency, data mapping, and safe handling of personally identifiable or protected information.
Salary: $92,500-$150,000
This role is bonus eligible based on individual and company performance.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.
Primarily seated work; extensive computer and telephone use; occasional standing, walking, reaching, bending, and lifting up to 10 lbs.
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare is an Equal Opportunity Employer.
- EEO is The Law - click here for more information
- Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
- We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com
