Engineer III, AWS Connect

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Senior/Software Engineer III - AWS Connect Specialist plays a pivotal role in driving Concentra's strategic initiatives by leveraging cutting-edge technology to improve customer service operations. By developing robust cloud-based contact center solutions, this position directly contributes to enhancing customer satisfaction through efficient interaction management. The engineer will lead cross-functional teams in the implementation of innovative solutions that align with organizational goals, ultimately fostering a culture of continuous improvement and operational excellence. Furthermore, this role supports Concentra's commitment to digital transformation by utilizing AWS capabilities to streamline processes and deliver exceptional service outcomes.

• Architect and develop AWS Connect-based contact center solutions, ensuring scalability, security, and reliability.
• Integrate AWS Connect with Lambda, DynamoDB, API Gateway, S3, SNS, SQS, and other AWS services.
• Develop custom contact flows, real-time analytics, and AI-driven automation to enhance customer experience.
• Lead a team of software engineers, providing technical guidance, mentorship, and code reviews.
• Collaborate with business stakeholders, product managers, and UX teams to align technology with business needs.
• Foster an Agile development environment, ensuring efficient sprint planning, execution, and continuous improvement.
• Build and maintain integrations with CRM systems, third-party APIs, and enterprise applications.
• Automate deployments and infrastructure provisioning using Terraform
• Ensure seamless integration with AI/ML services for chatbots, speech analytics, and sentiment analysis.
• Optimize AWS Connect performance through monitoring, logging, and real-time insights.
• Maintain the operational integrity of AWS Connect solutions, directly impacting customer satisfaction and service delivery by ensuring that technical issues are resolved promptly.
• Implement security best practices and ensure compliance with PCI-DSS, GDPR, and industry regulations.
• Conduct risk assessments and incident response planning to ensure high system availability.

• Education Level: Bachelor’s Degree ; Major: Computer Science or Computer Engineering
• AWS Certification Preferred
• 8+ years of experience in software engineering, with a strong focus on cloud-based development.
• 3+ years of experience working with AWS services, particularly AWS Connect.
• Strong grasp of creating, troubleshooting and updating users/groups/roles/polices in AWS IAM, in regard to connectivity between AWS resources.
• Strong expertise in Python, Node.js, . and/or C#, or Java for backend development.
• Experience with VoIP, SIP, WebRTC, and contact center technologies is a plus.
• Hands-on experience with CI/CD pipelines.
• Strong troubleshooting skills in AWS Connect are critical for ensuring seamless communication solutions that enhance customer service operations, directly impacting Concentra's ability to deliver high-quality healthcare services efficiently.
• Implementation of effective code review practices enhances code quality, reduces bugs, and fosters a culture of continuous improvement within the engineering team, aligning with Concentra's commitment to delivering high-quality software solutions.

Job-Related Skills/Competencies

• Proven leadership skills and the ability to guide and mentor junior team members.
• Strategic thinking and the ability to contribute to the overall technology roadmap
• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
• Excellent analytical and problem-solving skills are essential.
• Must possess a personal sense of urgency.
• Ability to effectively multi-task and adapt to changing business priorities.
• Superior customer service skills.
• Excellent time management and organizational skills are required.
• Excellent attention to detail.