• Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect. • Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators. • Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT). • Ensure the contact center architecture follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security. • Troubleshoot complex telecommunications, WebRTC, and API integration issues. • Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.

• design, build, and maintain scalable, high-quality software solutions that support critical digital platforms • take technical ownership of complex backend services • mentor engineers within and across teams • collaborate closely with product managers, architects, and other stakeholders to deliver secure, reliable, and customer-focused solutions

• designing, building, and supporting enterprise workloads on cloud platforms • hands on engineering across infrastructure, automation, and operations to ensure cloud environments are secure, scalable, and production ready • partnering closely with Cloud Enablement, security, infrastructure, and application teams to deliver standardized cloud capabilities that support enterprise application modernization and data platforms

• Own frontend surfaces of admin-facing travel policy features end-to-end • Drive migration of admin surfaces from the Ruby on Rails monolith to TypeScript microservices • Supply policy and permission data to cars, flights, and hotels verticals — coordinating closely with those teams to ensure search performance and conversion are not impacted • Introduce and improve A/B testing and event tracking on the team • Collaborate cross-functionally with card, booking, flights, and hotels teams on permission and policy changes • Help build AI-integrated admin interfaces that allow B2B admins to manage policies through Slack, text, and other AI-native channels • Operate in a platform-adjacent capacity — your changes affect multiple stacks, and you'll navigate that complexity with care