Lead Application Engineer – CCaaS

Title: Lead Application Engineer - CCaaS (AWS Connect / Five9 / Cloud Migration)

Type: 6 Month Contract (Potential to Convert)

Location: Hybrid - Phoenix AZ (18850 N 56th St) preferred; Sunrise FL (1500 NW 136th Ave) also considered

Role Overview

American Express is seeking a Lead Application Engineer to spearhead the design development and modernization of enterprise contact center platforms. This role is central to a large-scale migration from on-premise Genesys to cloud-based CCaaS solutions (AWS Connect or GCP/Five9). The ideal candidate brings deep Java/API engineering expertise cloud architecture experience and strong leadership skills to enhance customer experience platforms.

Key Responsibilities

• Lead development of scalable enterprise-grade applications and APIs (Java-based).

• Design and implement CCaaS and Intelligent Virtual Assistant (IVA) solutions.

• Architect and support cloud migration from Genesys to AWS or GCP platforms.

• Enhance contact center capabilities: routing IVR omnichannel workforce tools.

• Integrate systems with CRM platforms (Salesforce ServiceNow etc.).

• Define and drive architecture strategy ensuring scalability performance and security.

• Collaborate with product and business teams to align technical solutions with business outcomes.

• Mentor engineers and provide technical leadership across initiatives.

Core Requirements

• 8-10 years of software engineering experience.

• Strong expertise in Java development and API engineering.

• Hands-on experience with contact center technologies (Genesys Amazon Connect Five9).

• Proven background in architecture design and complex system modeling.

• Solid understanding of data structures algorithms and design patterns.

• Experience with Agile CI/CD and DevOps practices.

• Excellent communication skills to influence technical and non-technical stakeholders.

Cloud / CCaaS Specializations

AWS / Amazon Connect Focus

• Design CCaaS solutions using Amazon Connect and Amazon Lex.

• Build conversational IVR leveraging NLU/NLP intents and dialog orchestration.

• Architect AWS environments (Lambda API Gateway S3 DynamoDB Kinesis CloudWatch EKS).

• Implement secure cloud architectures (IAM VPCs encryption multi-region HA).

• Integrate via Lambda webhooks CTI adapters SIP trunking Amazon Chime Voice Connector.

• Support migration from legacy platforms to Amazon Connect.

GCP / Five9 Focus

• Design CCaaS solutions using Dialogflow CX and Five9.

• Build conversational IVR with NLU/NLP webhook integrations and flow orchestration.

• Architect GCP environments (GKE Cloud Run Cloud Functions Pub/Sub Apigee BigQuery).

• Implement secure scalable infrastructure (IAM VPC encryption multi-region HA).

• Develop and optimize Five9 solutions (ACD routing dialer omnichannel).

• Lead integrations via APIs webhooks SIP/WebRTC CRM/CTI integrations.

• Support migration from legacy platforms to Five9.

Additional Technical Skills

• Infrastructure as Code (Terraform CloudFormation).

• Knowledge of OAuth cloud security architecture compliance (PCI HIPAA).

• Experience with observability monitoring and performance optimization.

• Familiarity with GitHub Actions or similar CI/CD tooling.

Leadership & Soft Skills

• Strong leadership and mentorship capabilities.

• Ability to collaborate across distributed teams and stakeholders.

• Excellent written and verbal communication skills.

• Proactive mindset with focus on continuous improvement.

Required Skills:

AWS Connectfive9GCPCCAAS