Senior Telephony Engineer

Insight Global

West Des Moines, United States of America

9 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Senior

Compensation

$ 146K

Job location

West Des Moines, United States of America

Tech stack

API

Amazon Web Services (AWS)

Data analysis

Automation of Tests

Continuous Integration

Data Governance

DevOps

Amazon DynamoDB

Identity and Access Management

Python

Lex (Software)

Node.js

OAuth

Scrum

Public Switched Telephone Networks

Release Management

Power BI

Azure

Cloud Services

Runbook

Salesforce

Security Assertion Markup Language (SAML)

Systems Integration

Twilio

Amazon Connect

Okta

Genesys

Snowflake

GIT

Cloudformation

Servicebus

Event Driven Architecture

GraphQL

Cloudwatch

Api Gateway

Terraform

Stream Analytics

Databricks

Job description

Insight Global is looking for a Senior Telephony/Amazon Connect Engineer for a top financial client in the Des Moines area. This person will:

Own the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, ensuring reliability, scalability, and security.

Design, build, and maintain contact flows, routing strategies, queues, Lex bots, call recording/transcription, and analytics (e.g., Contact Lens).

Implement and govern Salesforce Voice configuration: Omni-Channel routing, agent setup, call controls, call dispositioning, transcripts, and visibility.

Build integrations and event-driven services using AWS (Lambda, EventBridge, Kinesis, DynamoDB, S3, CloudWatch), and Salesforce (APIs, Platform Events, Flows).

Production support of Amazon Connect contact centers and Salesforce Service Cloud Voice.

Participate in an on-call rotation and support after-hours production releases.

Support incident response, root-cause analysis, and post-mortems; produce standards and documentation; mentor engineers.

Establish observability and SLIs/SLOs for voice quality and platform health; automate alerts, dashboards, and runbooks.

Partner with Network/Security to ensure QoS, identity/SSO, and least-privilege IAM across environments.

Deliver self-service reporting and dashboards for operations leaders (AHT, ASA, service levels, occupancy, contact outcomes, agent performance). The hourly pay rate for this role will be $55-70/hr.

Requirements

5 - 10+ years in telephony/contact center engineering

3+ years hands-on with Amazon Connect

2+ years with Salesforce Service Cloud Voice, Salesforce Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.

AWS services: Lambda (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.

Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.

Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.

Strong grasp of security, compliance, and data governance.

Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.

Agile/scrum experience. Agentforce Experience

Infrastructure as Code and CI/CD for contact center infrastructure.

IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.

Financial services industry experience (contact center operations).

Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.

Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.

Real-time analytics/BI (Athena, QuickSight, Snowflake, Databricks) using CTRs/transcripts/contact data.