Staff Engineer - Amazon Connect (Contact Center)

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

GEICO's Enterprise Voice team is seeking a highly motivated, process-oriented Software Engineer for our contact center technologies. You will help drive our insurance business transformation as we redefine experience for our customers.

Position Description

Our Staff Engineer is a mid-level member of the Voice engineering staff ensuring we provide a friction-less experience to our customers and maintain the highest standards of security and availability. Our team thrives and succeeds in delivering high-quality technology products and services in a hyper-growth environment where priorities shift quickly. The ideal candidate has broad and deep technical knowledge, typically ranging from front-end UIs through back-end systems and all points in between.

Responsibilities

· Provides technical architecture & leadership for a team within a domain or medium cross-functional projects, and mentor relatively junior engineers

· Implement complex parts of a system or a product

· Ship high-quality work following best practices, such as adequate testing, successful rollout, and consistent monitoring

· Lead efforts that set the direction for the rest of the team

· Propose short-term and long-term design solutions for pain points in the system or product with clear deliverables and action items

· Defines metrics and solutions translating to increased service maturity

· Demonstrates incident response and problem determination leadership

· Develop and obtain consensus on enterprise wide guidelines and policies

Qualifications

· Advanced experience with Amazon Connect including Contact Flows, Security Profiles, Routing Profiles, Queues, Quick Connects

· Advanced experience with Amazon Web Services including Lambda, Lex, S3, DynamoDB, API Gateway, Step Functions, CloudWatch

· Expert experience using multiple programming languages including Node.js, Python, C#

· Experience implementing infrastructure as code using Terraform

· Experience integrating with internal and external applications

· Expert in one or more areas of software, data, systems design, development, deployment and operation

· Expert in cloud, infrastructure, DevSecOps, automation and plays a lead role in building scalable solutions

· Expert in data ingestion and transformation

· Contributed to improvements in organizational metrics such as DORA metrics that measure improvements in team velocity and stability of service delivery

· Experience and understanding of Security Protocols and Products such as Active Directory, SAML, IAM

· Communicate effectively with a diverse team and fosters a culture of clear, concise, effective, audience-oriented communication on their team, ensuring teammates actively listen to others and are understood. Actively demonstrates these behaviors.

· Consistently helps their teammates overcome obstacles, resolve blockers, and complete work tasks. Gives or shares credit where due.

· Experience working in an Agile environment (Scrum, Kanban, SAFe)

· AWS Certifications at the Associate, Professional, or Specialty level

Experience

· 6+ years of experience in Contact Center technologies and Cloud Architecture

· 6+ years of professional software development experience

· 3+ years experience with architecture and design

· 3+ years of hands-on experience developing Contact Flows, Routing Profiles, Queues Lambdas, and Lex Bots

· 3+ years of experience using Terraform as Infrastructure as Code

· 4+ years of experience in open source frameworks

· 1+ years of people management experience

Education

· Bachelor's degree in Computer Science, Information Systems, or equivalent education or work experience

 

Annual Salary

$105,000.00 - $230,000.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

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