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Lead Application Engineer - CCaaS

Stellar IT Group

Phoenix, AZ • On-site

Contractor

Re-posted 12 days ago

Job description

Overview:
Title: Lead Application Engineer - CCaaS (AWS Connect / Five9 / Cloud Migration)
Type: 6+ Month Contract (Potential to Convert)
Location: Hybrid - Phoenix, AZ (18850 N 56th St) preferred; Sunrise, FL (1500 NW 136th Ave) also considered
Role Overview
American Express is seeking a Lead Application Engineer to spearhead the design, development, and modernization of enterprise contact center platforms. This role is central to a large-scale migration from on-premise Genesys to cloud-based CCaaS solutions (AWS Connect or GCP/Five9). The ideal candidate brings deep Java/API engineering expertise, cloud architecture experience, and strong leadership skills to enhance customer experience platforms.
Key Responsibilities
  • Lead development of scalable, enterprise-grade applications and APIs (Java-based).
  • Design and implement CCaaS and Intelligent Virtual Assistant (IVA) solutions.
  • Architect and support cloud migration from Genesys to AWS or GCP platforms.
  • Enhance contact center capabilities: routing, IVR, omnichannel, workforce tools.
  • Integrate systems with CRM platforms (Salesforce, ServiceNow, etc.).
  • Define and drive architecture strategy ensuring scalability, performance, and security.
  • Collaborate with product and business teams to align technical solutions with business outcomes.
  • Mentor engineers and provide technical leadership across initiatives.
Core Requirements
  • 8-10+ years of software engineering experience.
  • Strong expertise in Java development and API engineering.
  • Hands-on experience with contact center technologies (Genesys, Amazon Connect, Five9).
  • Proven background in architecture design and complex system modeling.
  • Solid understanding of data structures, algorithms, and design patterns.
  • Experience with Agile, CI/CD, and DevOps practices.
  • Excellent communication skills to influence technical and non-technical stakeholders.
Cloud / CCaaS Specializations
AWS / Amazon Connect Focus
  • Design CCaaS solutions using Amazon Connect and Amazon Lex.
  • Build conversational IVR leveraging NLU/NLP, intents, and dialog orchestration.
  • Architect AWS environments (Lambda, API Gateway, S3, DynamoDB, Kinesis, CloudWatch, EKS).
  • Implement secure cloud architectures (IAM, VPCs, encryption, multi-region HA).
  • Integrate via Lambda webhooks, CTI adapters, SIP trunking, Amazon Chime Voice Connector.
  • Support migration from legacy platforms to Amazon Connect.

GCP / Five9 Focus
  • Design CCaaS solutions using Dialogflow CX and Five9.
  • Build conversational IVR with NLU/NLP, webhook integrations, and flow orchestration.
  • Architect GCP environments (GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery).
  • Implement secure, scalable infrastructure (IAM, VPC, encryption, multi-region HA).
  • Develop and optimize Five9 solutions (ACD, routing, dialer, omnichannel).
  • Lead integrations via APIs, webhooks, SIP/WebRTC, CRM/CTI integrations.
  • Support migration from legacy platforms to Five9.
Additional Technical Skills
  • Infrastructure as Code (Terraform, CloudFormation).
  • Knowledge of OAuth, cloud security architecture, compliance (PCI, HIPAA).
  • Experience with observability, monitoring, and performance optimization.
  • Familiarity with GitHub Actions or similar CI/CD tooling.
Leadership & Soft Skills
  • Strong leadership and mentorship capabilities.
  • Ability to collaborate across distributed teams and stakeholders.
  • Excellent written and verbal communication skills.
  • Proactive mindset with focus on continuous improvement.

Skills:
AWS Connect,five9,GCP,CCAAS

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