Cloud Contact Center Engineer(NiceCXone/Amazon Connect)
At WestLink, we’re more than just a software development agency—we’re your strategic partner in innovation. Driven by an entrepreneurial spirit, we go beyond conventional development to craft exceptional, high-impact software solutions. Our team is creative, adaptive, and accountable, always anticipating client needs and delivering results that exceed expectations.
About the Role
We are seeking experienced and driven developers to support transformative call center initiatives leveraging NICE CXone and/or Amazon Connect. The ideal candidates will bring a proven track record in cloud contact center engineering, systems integration, and infrastructure deployment within enterprise environments. You'll be a critical part of our client’s efforts to modernize and optimize customer experience operations through intelligent automation, deep integrations, and scalable cloud-native architecture.
Core Responsibilities:
- Customize and deploy NICE CXone or Amazon Connect contact center solutions
- Design IVRs, call routing strategies, and queue configurations
- Implement APIs to connect CRMs (e.g., Salesforce), ticketing systems (e.g., Zendesk), and WFM tools
- Develop Lambda functions and integrations with AWS services
- Optimize call center workflows, agent desktops, and analytics
Key Skills:
- Studio scripting (NICE CXone) or Contact Flows (Amazon Connect)
- Strong knowledge of telephony, IVR logic, and cloud contact center operations
- REST API and event-driven integration experience
- Familiarity with WFM (Workforce Management) and QM (Quality Management)
Qualifications
- 3–7+ years of relevant development or cloud engineering experience
- Hands-on experience with at least one: NICE CXone or Amazon Connect
- Familiarity with CRM/contact center data flows and customer service operations
- Experience working in Agile teams and CI/CD environments
- AWS or NICE certifications (preferred)
Why Join WestLink?
- Work with a passionate and talented team dedicated to delivering top-tier software solutions.
- Enjoy a collaborative and innovative work culture that values your expertise and professional growth.
- Contribute to meaningful projects that have a real impact on clients and end users.
- Be part of a company that embraces diversity and inclusion, ensuring equal opportunities for all.
Ready to make a difference at WestLink? Apply now and be part of our dynamic team!
Job Types: Full-time, Contract
Work Location: Remote