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.