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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Contact Center Platform Engineer - **Company:** Bounteous, Inc. - **Location:** United States - **Experience:** Experienced - **Contract:** Contract - **Skills:** Artificial Intelligence, Amazon Web Services, Business Logic, Cisco Unified Communications Manager, Cloud Computing, Data Mining, Persistent Data Structure, Software Debugging, Distributed Systems, Amazon DynamoDB, Python (Programming Language), Log Analysis, Object-Oriented Software Development, Performance Tuning, Aws Command Line Interface (CLI), Salesforce.Com, Shell Script, Software Deployment, Data Streaming, Amazon Connect, Datadog, Data Processing, Scripting, Delivery Pipeline, Grafana, AWS Lambda, Cloudformation, Production Code, Cloudwatch, Stream Processing, Splunk, Serverless Computing, Cisco - **Published:** November 14, 2026 - **Apply:** https://www.dice.com/job-detail/5d9c0603-8c6a-4cea-9733-03cb702de365 ## About the Role Technical Skills * 3+ years of Python development experience -- writing production-grade code, not just scripting * 2+ 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 architectures Experience with CLI-driven workflows (aws cli, sam cli, shell scripting) Familiarity with real-time data processing at scale Professional Skills * High degree of autonomy and agency -- this role requires independent problem-solving with minimal hand-holding * Strong investigative mindset -- able to trace issues across distributed systems (telephony -> cloud -> CRM) methodically * Excellent written and verbal communication -- you will need to extract information from other teams and clearly convey technical requirements and findings * Ability to learn new systems quickly -- the integration surface area is broad (CISCO, AWS, Salesforce) and you must ramp up efficiently on unfamiliar components * Comfortable working in a high-volume, production-critical environment where decisions have immediate operational impact, * Experience with Amazon Connect and Contact Lens specifically (flow design, real-time/post-call analytics) * Familiarity with Salesforce Service Cloud Voice and the VoiceCall object model * Exposure to Salesforce AgentForce or similar AI-powered conversation summarization tools * Experience 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 ## Description We 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., Platform Development & Maintenance * Design, build, and maintain Amazon Connect contact flows that route and manage high-volume call traffic * Develop and maintain AWS Lambda functions in Python that power custom business logic within the contact center pipeline * Extend and troubleshoot the integration chain: CISCO telephony -> AWS Amazon Connect / Contact Lens -> Salesforce Service Cloud Voice -> AgentForce summarization * Work with Kinesis Data Streams for real-time call event and transcription data processing * Manage data persistence layers using DynamoDB for contact center metadata and operational state Infrastructure & Deployment * Author and maintain CloudFormation templates for infrastructure-as-code deployments * Operate deployment pipelines using AWS CLI and SAM CLI * Ensure repeatable, auditable, and rollback-capable deployment processes across environments * Participate in capacity planning given the scale of the operation (70k daily calls) Operations & Troubleshooting * Perform ad-hoc investigation and root cause analysis using CloudWatch Logs, Metrics, and Alarms * Write custom Python scripts for diagnostics, data extraction, and operational tooling * Monitor transcription accuracy (Contact Lens) and summarization quality (AgentForce) and raise issues proactively * Respond to production incidents affecting call flow, transcription, or integration reliability Cross-Functional Collaboration * Partner with Salesforce/CRM teams on VoiceCall object integration and AgentForce configuration * Coordinate with network/telephony teams on CISCO infrastructure dependencies * Communicate technical concepts clearly to non-technical stakeholders and leadership * Provide technical guidance and documentation for operational runbooks and knowledge transfer