We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
We are seeking a highly skilled and experienced Amazon Connect Tech Lead to join our dynamic team. As a Tech Lead, you will be responsible for leading the design, implementation, and optimization of cloud-based contact center solutions using Amazon Connect, with a focus on the agent’s desktop experience. You will work closely with cross-functional teams to deliver scalable and reliable solutions that enhance customer experience and drive business outcomes. This role focuses on delivering low-latency screen pops and Customer 360 context by leveraging Amazon Connect Customer Profiles, native workspace extensibility, and real-time API integrations, while meeting enterprise security, performance, and resiliency standards.
Key Responsibilities:
• Lead the design and development of native Agent Workspace desktop views and third party (3P) applications
• Implement Customer Profiles–driven screen pops and contextual agent views
• Oversee the integration of real-time enterprise/LOB APIs to supplement profile data, and other AWS services such as Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis.
• Optimize UI performance for fast, predictable agent experiences
• Enforce secure, compliant handling of customer and PII data
• Provide technical guidance and mentorship to team members.
• Ensure the scalability, reliability, and performance of contact center solutions.
• Collaborate with stakeholders, including senior leadership, to gather requirements and deliver solutions.
• Conduct code reviews and ensure adherence to best practices and coding standards.
• Troubleshoot and resolve technical issues related to AWS services.
• Implement security best practices to protect sensitive data.
• Stay updated with the latest AWS technologies and industry trends.
Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in software development and cloud computing.
• Extensive experience with Amazon Web Services (AWS), particularly Amazon Connect.
• Strong knowledge of AWS services such as AWS Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch, SQS, KMS, and S3.
• Strong familiarity with Amazon Connect contact flows, attributes, queues, and routing
• Experience supporting Step by Step Guides or native workspace features
• Proficient in Infrastructure as Code (IaC) such as Terraform
• Proven experience in leading technical projects and teams.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong communication and collaboration skills.
• AWS certification is required.
Skills:
• Hands-on experience building inside the default Amazon Connect Agent Workspace (not custom CCPs)
• Strong knowledge of Amazon Connect Streams API (agent/contact events, attributes, lifecycle)
• Practical experience with Amazon Connect Customer Profiles in agent experiences
• Proficiency integrating real-time REST APIs into agent-facing UIs
• Experience designing event-driven, low-latency web applications
• Understanding of Amazon Connect security profiles and PII-aware UI design
• Proficiency in programming languages such as Node.js (preferably Node.js or Python, Java)
• Deep understanding of cloud architecture and best practices.
• Experience with CI/CD pipelines and DevOps practices.
• Strong analytical and organizational skills.
• Ability to work in a fast-paced, dynamic environment.
This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday).
Candidates must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$116,000 - $174,000Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
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Human achievement is at the heart of what we do. We put our belief into action by not only ensuring individuals and businesses are well protected, but by going even further – making an impact in ways that go beyond an insurance policy
