Description

Job Responsibilities

Team Mission:

Our Technology Operations team enables the Commercial organization to deliver scalable, automated, and reliable customer engagement platforms. We focus on building systems that reduce manual effort, accelerate delivery, and enable consistent, high-quality customer experiences.

The Role:

Reporting to the Engineering Lead, you will serve as a builder and technical owner for our Amazon Connect telephony platform. Your primary focus will be designing and developing scalable IVR systems, automation frameworks, and integrations that power our contact center.

This role is build-first, with success measured by your ability to create reusable, automated, and scalable solutions that reduce operational overhead and accelerate feature delivery. While you will support complex troubleshooting when needed, your core responsibility is to eliminate recurring issues through better design and automation.

You will establish engineering patterns across IVR, backend services, and integrations, enabling Engineer II resources to efficiently deliver within a well-structured and automated platform.

What You’ll Do:

• Design and build scalable IVR systems and call routing logic in Amazon Connect.
• Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB.
• Create automation frameworks for telephony workflows, including dynamic routing, system-triggered actions, and configuration management.
• Build reusable components and patterns to standardize development across the platform.
• Design and implement integrations between Amazon Connect and Salesforce Service Cloud.
• Build and enhance custom Contact Control Panel (CCP) solutions to support agent workflows.
• Enable seamless, automated data exchange across telephony and enterprise systems.
• Design systems that prevent issues rather than react to them, including strong error handling, fallback logic, and resiliency patterns.
• Implement automated monitoring, alerting, and where possible, self-healing mechanisms.
• Continuously identify and eliminate manual processes through automation.
• Act as an escalation point for complex or recurring issues that require deep technical analysis, with a focus on root cause elimination rather than repeated fixes.
• Mentor Engineer II resources by providing clear designs, reusable patterns, and development standards.
• Break down complex systems into executable work for the broader team.
• Collaborate with Product, QA, and Platform Operations to deliver scalable solutions.
• Communicate technical decisions and trade-offs clearly to stakeholders.

Qualifications:

• 5+ years of experience in software engineering, with a focus on cloud-based systems.
• 3+ years of hands-on experience with Amazon Connect, including IVR development.
• Strong experience building backend systems using AWS services such as Lambda, APIs, DynamoDB, and S3.
• Experience designing automation frameworks and event-driven architectures.
• Experience integrating Amazon Connect with Salesforce Service/Health Cloud or similar platforms.
• Strong understanding of telephony concepts including IVR, SIP, PSTN, and VoIP.
• Proven ability to design scalable, maintainable systems from the ground up.

Preferred:

• Experience building custom Contact Control Panel (CCP) solutions.
• Experience with Amazon Kinesis or similar tools for real-time data and automation.
• AWS certifications such as Solutions Architect, Developer, or Connect Specialty.
• Experience with CI/CD pipelines and infrastructure as code.

Soft Skills:

• Strong builder mindset with a focus on scalable and reusable solutions.
• Proactive in identifying inefficiencies and eliminating them through automation.
• Excellent problem-solving skills with an emphasis on prevention over reaction.
• Clear communicator who can translate complex systems into actionable plans.
• Collaborative and focused on enabling team-wide efficiency and quality.

Key Success Measures:

• Reduction in manual telephony operations and interventions.
• Increased automation coverage across IVR and workflows.
• Faster delivery of new telephony features and enhancements.
• Reduction in recurring production issues due to improved system design.
• Improved developer velocity through reusable components and patterns.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary