About brighthush
brighthush is a forward‑thinking technology partner that empowers global brands to deliver seamless, omnichannel customer experiences. Leveraging the power of Amazon Connect, AWS, and a suite of leading CCaaS platforms, we help organizations transform their contact centers into agile, data‑driven hubs that delight customers and drive business growth. Our mission is to blend cutting‑edge cloud engineering with deep customer‑centric insight, creating solutions that are not only scalable and secure but also intuitive and engaging.
As a rapidly expanding player in the customer experience space, brighthush thrives on collaboration, innovation, and a relentless focus on quality. We believe that the best ideas come from diverse teams that are empowered to experiment, iterate, and deliver measurable impact. If you are passionate about cloud architecture, automation, and building customer‑first systems, you’ll find a vibrant community and a culture that rewards curiosity, ownership, and continuous learning.
Position Overview
We are seeking an experienced Senior Amazon Connect & Customer Experience Engineering Lead to spearhead the design, implementation, and optimization of advanced contact center solutions for our international clientele. In this role, you will act as the technical steward for all Amazon Connect initiatives, guiding cross‑functional teams through complex integrations, workflow automation, and performance tuning. Your expertise will shape the future of our contact center platform, ensuring that it remains robust, secure, and aligned with evolving business needs.
Key Responsibilities
- Lead end‑to‑end Amazon Connect implementations: From requirement gathering and architecture design to deployment and post‑go‑live support, oversee the full lifecycle of Amazon Connect projects.
- Design and optimize contact flows: Create intuitive, high‑performance contact flows that incorporate dynamic routing, IVR, and real‑time analytics.
- Develop and maintain integrations: Build robust integrations with CRM systems (Salesforce, Oracle), workforce management tools, and third‑party APIs using AWS Lambda, API Gateway, and other serverless technologies.
- Implement security and compliance controls: Configure IAM roles, encryption, and logging to meet industry standards and regulatory requirements.
- Drive automation and monitoring: Leverage CloudWatch, Amazon Bedrock, and custom dashboards to monitor system health, identify bottlenecks, and automate remediation.
- Mentor and coach engineering teams: Provide technical guidance, code reviews, and best‑practice workshops to junior engineers and developers.
- Collaborate with product and business stakeholders: Translate business goals into technical specifications, ensuring alignment between customer experience objectives and engineering deliverables.
- Stay ahead of industry trends: Evaluate emerging technologies such as Amazon Q, Amazon Lex, Claude, and new CCaaS features to recommend enhancements.
Essential Qualifications
- Minimum 7 years of experience in technology, contact center, or customer experience domains.
- At least 2 years of hands‑on experience building and managing Amazon Connect environments.
- Proficiency in AWS services: Lambda, API Gateway, IAM, CloudFormation, CDK, Terraform, CloudWatch, and CloudTrail.
- Strong background in designing contact flows, routing logic, and IVR systems.
- Experience integrating Amazon Connect with CRM platforms (Salesforce, Oracle) and workforce management tools.
- Solid understanding of logging, monitoring, and performance tuning in cloud environments.
- Advanced English communication skills (both written and spoken); Spanish proficiency is a plus.
- Demonstrated technical leadership: leading teams, driving architecture decisions, and delivering complex projects on time.
Preferred Qualifications
- Experience with other CCaaS platforms such as Avaya, Genesys, and Cisco.
- Hands‑on knowledge of Amazon Bedrock, Amazon Q, Amazon Lex, and Claude for conversational AI.
- Programming experience in Python, TypeScript, or JavaScript.
- Certifications: AWS Certified Solutions Architect – Associate or Professional, AWS Certified Developer, or similar.
- Background in data analytics or business intelligence, with the ability to translate metrics into actionable insights.
- Experience working in a remote, distributed team environment.
Skills & Competencies
- Technical Expertise: Deep knowledge of Amazon Connect architecture, AWS serverless stack, and integration patterns.
- Problem‑Solving: Ability to diagnose complex system issues and devise elegant, scalable solutions.
- Communication: Clear articulation of technical concepts to non‑technical stakeholders.
- Project Management: Proven track record of managing multiple concurrent initiatives with cross‑functional teams.
- Innovation: Curiosity to explore new tools and methodologies that enhance customer experience.
- Collaboration: Comfortable working in a fast‑paced, collaborative environment with remote teammates.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. You will have access to:
- Continuous learning programs, including AWS training, CCaaS certifications, and internal knowledge‑sharing sessions.
- Mentorship from senior architects and industry experts.
- Opportunities to lead high‑impact projects that shape the future of customer experience technology.
- Cross‑functional exposure to product management, data science, and business strategy teams.
- Potential career paths: Principal Engineer, Solutions Architect, or Director of Customer Experience Engineering.
Work Environment & Culture
brighthush champions a culture of transparency, autonomy, and continuous improvement. Our remote work model empowers you to balance professional growth with personal well‑being. You’ll join a diverse, inclusive team that celebrates successes, learns from failures, and values each individual’s unique perspective.
Compensation, Perks & Benefits
While specific figures are tailored to the role and experience level, brighthush offers a competitive salary package that includes:
- Performance‑based bonuses and equity options.
- Comprehensive health, dental, and vision insurance.
- Flexible work hours and a generous paid time‑off policy.
- Home‑office stipend and equipment support.
- Access to wellness programs, mental health resources, and employee assistance programs.
- Annual learning stipend for conferences, courses, and certifications.
Why Join brighthush?
At brighthush, you’ll be at the forefront of redefining how businesses connect with their customers. Your expertise will directly influence the success of global brands, while you grow alongside a team that values innovation, collaboration, and personal development. If you’re ready to lead transformative projects, mentor talented engineers, and shape the future of customer experience technology, we want to hear from you.
Ready to Apply?
Take the next step in your career and become a pivotal part of brighthush’s mission to deliver world‑class customer experiences. Click the link below to submit your application and join a team that’s as ambitious as you are.
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