Staff Amazon Connect Engineer

Technology United States


Description

About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.

As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.

With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.

Remote-first

Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.

At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.

This position will be (remote).

Overview

We have an exciting opportunity for an Amazon Connect Engineer who will be an integral part of a team looking to transform the way customers interact with our numerous products via chat/voice BOTS and our contact center.  An in-depth knowledge of contact center technology, BOT/AI technology, and telecommunication system best practices will be essential to the success of this individual.  This person will be expected to partner with operations, UX design and back-end API teams to stand up contact center capabilities across delivery channels of voice, chat, SMS/MMS and push notifications.

 

You will

  • Analyze contact center business requirements and provide engineering time estimates
  • Build and deploy solutions using Amazon Connect, utilizing AWS offerings such as Lambda, LEX, IAM, CloudWatch, etc.
  • Develop, build, and deploy multiple Bots and Virtual Assistant applications, preferably across both voice and chat.
  • Coordinate with venders, internal technical teams, and other staff as necessary to gain assistance and resolve problems within the platforms and associated applications
  • Work with limited oversight while being proactive with your assigned projects
  • Have solid problem-solving and analytical skills and an ability to communicate in a clear, concise manner
  • Handle and adapt to a quickly changing, results-driven environment

 

You have

  • 5+ years of contact center engineering experience on systems like Amazon Connect, Genesys, NICE, Five 9, and Genesys
  • 2+ years of engineering experience on Amazon Connect and AWS Console
  • Solid understanding of IVR/ACD contact flows with Salesforce integration
  • Strong working knowledge of Amazon Web Services such as Lambda, LEX Bots, EC2, S3, ELB, and RDS
  • Experience building integrations across WFM, Salesforce, and multi-channel contact center applications
  • Experience with Agile project management
  • Experience with building out contact flows and understanding TFN’s and DID’s with the use of Amazon Connect in multiple regions
  • Strong communication skills with demonstrated ability to lead technical discussions and design sessions
  • Working knowledge of SQL queries and API integrations
  • Ability to multi-task and prioritize in a busy environment

LegalZoom is a remote-first company and the national range for this role is ($160k - $200k). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

  • Medical, Dental, Vision Insurance
  • 401k, With Matching Contributions
  • Paid Time Off
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Short-Term/Long-Term Disability Insurance
  • Plus other wellness benefits to include:
    • Fertility
    • Mental Health
    • One Medical
    • Wellness reimbursement of up to $250

For onsite roles or roles that require periodic onsite visits, LegalZoom requires all employees to be fully vaccinated for COVID-19 before starting work, unless precluded from doing so by applicable law. The CDC currently defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. LegalZoom will require proof of vaccination before a successful applicant’s first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not LegalZoom undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.

 

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.  LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#LI-REMOTE