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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and managing cloud-based CX applications and infrastructure, with a strong focus on AWS services and Salesforce platforms. Proven ability to lead technical teams, implement best practices, and ensure compliance and security in software development.
Highest-signal resume keywords
AWS Services ExpertiseSalesforce Platforms DevelopmentCI/CD Pipeline DesignSecurity Compliance StandardsTechnical Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Software DevelopmentApplication ArchitectureIntegration DevelopmentTerraformREST and SOAP Web ServicesAgile FrameworksPredictive ModelingMachine Learning ApplicationsData Pathway ManagementTechnical Best Practices
Soft Skills
Exceptional CommunicationDocumentation SkillsCoaching and Mentoring
Tools & Technologies
AWSAzureSalesforce Service CloudPostmanSOAPUIMockitoDockerKubernetesJenkinsGitLab CI
Certifications & Qualifications
AWS CertificationGenesys Cloud Development Certification
Industry Keywords
Contact Center as a Service (CCaaS)Customer Experience (CX)Field Services SoftwareCompliance StandardsTechnical Debt Management
Tech Stack
Tools & technologiesAWSAzureCloudDockerEC2JenkinsKubernetesMockitoSOAPTerraform
About the role
Key responsibilities & impact- Guide development and modernization of critical customer- and agent-facing applications
- Design, deploy, and manage core CX applications and infrastructure using AWS, Azure, and related cloud services for the contact center domain
- Lead data pathways between internal and external systems, including CRM, AI platforms, and APIs
- Govern application design, architecture, technologies, development techniques, and patterns
- Ensure security and compliance for data and services
- Lead adoption of new technologies and coach junior team members
- Govern vendor teams and minimize technical debt
- Represent system capabilities to business and technology teams and guide effective implementations
- Communicate progress, roadblocks, and opportunities across the organization
- Define and promote technical best practices across cross-functional teams
- Define and develop DevOps best practices, production support, and deployment processes
- Troubleshoot critical production issues
Requirements
What you’ll need- Bachelor’s degree in computer science, software engineering, or a related technical field
- 5–7 years of progressive experience in software development and architecture
- At least 4 years focused on high-scale Contact Center as a Service (CCaaS), CX enterprise software, or Field Services enterprise software
- Expert-level, hands-on experience with Salesforce Platforms, APIs, and custom solutions development
- Experience with Agent force and prompt engineering
- Deep expertise in AWS services, including Lambda, EC2, SQS, and Kinesis
- Proven production experience using Terraform for infrastructure provisioning
- Experience designing and maintaining CI/CD pipelines, such as Jenkins or GitLab CI
- Extensive experience designing and building integrations with major CRMs, specifically Salesforce Service Cloud
- Experience with REST and SOAP-based web services preferred
- Experience with Postman, SOAPUI, and Mockito preferred
- Ability to operate as a senior technical lead across global teams using agile frameworks such as SAFe
- Strong understanding of security best practices, compliance standards such as PCI and SOC 2, and performance optimization
- Exceptional communication and documentation skills
- AWS Certification preferred
- Certification or advanced training specific to Genesys Cloud development/administration preferred
- Familiarity with Docker and Kubernetes preferred
- Experience with advanced predictive modeling or machine learning applications in real-time routing preferred
- May require a background check due to routine access to proprietary data
- Must be located in the United States, excluding Alaska
Benefits
Comp & perks- Market-competitive compensation
- Base salary determined by work location, job-related skills, experience, and relevant education or training
- Bonus and benefits included in total compensation package (amounts not specified)