Platform Engineer

About The RoleWe are seeking a Contact Center Platform Engineer to join our team supporting one of the largest enterprise contact center operations in the industry -- processing 70,000+ calls per day across 8,000 human agents. This is a high-impact role where your work directly affects the reliability, performance, and evolution of the telephony and AI-powered transcription/summarization platform that underpins our entire customer support operation.You will work at the intersection of cloud infrastructure, real-time voice processing, and AI-driven conversation intelligence -- building, maintaining, and optimizing the systems that connect CISCO telephony, AWS Amazon Connect, and Salesforce Service Cloud Voice.Key ResponsibilitiesPlatform Development & MaintenanceDesign, build, and maintain Amazon Connect contact flows that route and manage high-volume call trafficDevelop and maintain AWS Lambda functions in Python that power custom business logic within the contact center pipelineExtend and troubleshoot the integration chain: CISCO telephony -> AWS Amazon Connect / Contact Lens -> Salesforce Service Cloud Voice -> AgentForce summarizationWork with Kinesis Data Streams for real-time call event and transcription data processingManage data persistence layers using DynamoDB for contact center metadata and operational stateInfrastructure & DeploymentAuthor and maintain CloudFormation templates for infrastructure-as-code deploymentsOperate deployment pipelines using AWS CLI and SAM CLIEnsure repeatable, auditable, and rollback-capable deployment processes across environmentsParticipate in capacity planning given the scale of the operation (70k daily calls)Operations & TroubleshootingPerform ad-hoc investigation and root cause analysis using CloudWatch Logs, Metrics, and AlarmsWrite custom Python scripts for diagnostics, data extraction, and operational toolingMonitor transcription accuracy (Contact Lens) and summarization quality (AgentForce) and raise issues proactivelyRespond to production incidents affecting call flow, transcription, or integration reliabilityCross-Functional CollaborationPartner with Salesforce/CRM teams on VoiceCall object integration and AgentForce configurationCoordinate with network/telephony teams on CISCO infrastructure dependenciesCommunicate technical concepts clearly to non-technical stakeholders and leadershipProvide technical guidance and documentation for operational runbooks and knowledge transferRequired QualificationsTechnical Skills3+ years of Python development experience -- writing production-grade code, not just scripting2+ years hands-on AWS experience, specifically with:Lambda (authoring, debugging, performance tuning)Amazon Connect (contact flows, queues, routing profiles)CloudFormation / SAM (template authoring and deployment)CloudWatch (log analysis, metric queries, alarm configuration)Kinesis Data Streams (consumer/producer patterns)DynamoDB (table design, query patterns, capacity management)Solid understanding of event-driven and serverless architecturesExperience with CLI-driven workflows (aws cli, sam cli, shell scripting)Familiarity with real-time data processing at scaleProfessional SkillsHigh degree of autonomy and agency -- this role requires independent problem-solving with minimal hand-holdingStrong investigative mindset -- able to trace issues across distributed systems (telephony -> cloud -> CRM) methodicallyExcellent written and verbal communication -- you will need to extract information from other teams and clearly convey technical requirements and findingsAbility to learn new systems quickly -- the integration surface area is broad (CISCO, AWS, Salesforce) and you must ramp up efficiently on unfamiliar componentsComfortable working in a high-volume, production-critical environment where decisions have immediate operational impactPreferred QualificationsExperience with Amazon Connect and Contact Lens specifically (flow design, real-time/post-call analytics)Familiarity with Salesforce Service Cloud Voice and the VoiceCall object modelExposure to Salesforce AgentForce or similar AI-powered conversation summarization toolsExperience with CISCO telephony (CUCM, CVP, or similar CISCO contact center products)AWS Certifications (Solutions Architect Associate, Developer Associate, or equivalent)Experience with observability tooling beyond CloudWatch (Datadog, Splunk, Grafana)Background in contact center operations or telecommunications at scale