Join a high-impact contact center engineering team supporting a large-scale enterprise operation where your work will help keep voice, transcription, and AI-powered summarization systems running reliably. This role is ideal for someone who enjoys solving complex integration challenges across cloud, telephony, and CRM platforms in a fast-moving environment.

Responsibilities

• Design, build, and support Amazon Connect contact flows for high-volume call routing and management
• Develop and maintain Python-based AWS Lambda functions that support custom contact center logic
• Troubleshoot end-to-end integrations across Cisco telephony, Amazon Connect, Contact Lens, Salesforce Service Cloud Voice, and summarization workflows
• Work with Kinesis Data Streams to process real-time call events and transcription data
• Manage DynamoDB-based data storage for operational state and contact center metadata
• Create and maintain CloudFormation templates to support infrastructure-as-code deployments
• Use AWS CLI and SAM CLI to support repeatable, auditable deployment processes
• Investigate issues using CloudWatch Logs, Metrics, and Alarms, and help drive root cause analysis
• Build Python scripts and lightweight tooling for diagnostics, data extraction, and operational support
• Monitor transcription and summarization quality and raise issues proactively when needed
• Partner with CRM, telephony, and network teams to support platform reliability and integrations
• Document technical processes and contribute to runbooks and knowledge transfer

Skills

• Hands-on experience with Amazon Connect and contact center platform engineering
• Strong Python development skills, especially for AWS Lambda and operational scripting
• Experience working with AWS services such as Kinesis, DynamoDB, CloudWatch, and CloudFormation
• Familiarity with deployment tools and practices, including AWS CLI and SAM CLI
• Ability to troubleshoot distributed systems and investigate production issues methodically
• Experience collaborating across technical teams and communicating clearly with stakeholders
• Strong analytical skills and attention to detail in high-volume, real-time environments

Preferred Skills

• Experience supporting integrations between telephony systems and Salesforce Service Cloud Voice
• Familiarity with Contact Lens, Agentforce, or similar AI-assisted conversation tools
• Background supporting high-scale contact center environments
• Experience with operational documentation, incident response, or runbook development
• Understanding of capacity planning and deployment reliability in production systems

Horizontal is committed to building an inclusive workplace where different perspectives, backgrounds, and experiences are valued. We welcome applicants from all communities and encourage candidates who are passionate about creating accessible, equitable, and innovative technology experiences to apply.

Please apply through this online posting or by visiting our Job Board at www.horizontaltalent.com/job-board. Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $31 - $64 per hour based on qualifications and experience.