IND Lead Software Engineer

IND Lead Software Engineer - GCC026

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Role Summary

We are seeking a highly skilled Agile Software Engineer for our Contact Center teams with expertise in AWS cloud services, CI/CD automation, and modern contact center platforms. This role will design, build, and support scalable solutions within a cloud-based, omni-channel customer experience platform (e.g., Amazon Connect).

The ideal candidate combines strong hands-on engineering experience (Python, DevOps, cloud-native architectures) with experience in contact center technologies (Amazon Connect, Genesys Cloud, NICE, or Five9). We have a strong AI-first engineering mindset and are seeking engineers experienced with — or eager to adopt — AI-driven development practices and tooling.

Key Responsibilities

Software Engineering & Development

• •Develop, test, and maintain Contact Center solutions within Amazon Connect with Amazon Flow builder, Lambda, and Dynamo
• •Support:
• •IVR/contact flow development
• •Routing logic and telephony integrations
• •Voice, chat, and email channel capabilities

• •Contribute to contact center migration and modernization efforts
• •Design integrations across contact center platforms and enterprise systems
• •Build and maintain APIs, microservices, and serverless solutions
• •Ensure solutions meet performance, scalability, and security standards

AWS & Cloud Engineering

• •Implement solutions using AWS services, including:
• •IAM (Identity & Access Management)
• •Lambda / serverless compute
• •API Gateway
• •S3, DynamoDB, or RDS

AI-First Engineering (Preferred)

• •Leverage AI tools to accelerate development productivity and quality
• •Apply AI-assisted approaches for:
• •Code generation and refactoring
• •Test case generation and defect analysis
• •Documentation and knowledge sharing

• •Experience with or interest in AI development tools used within the enterprise environment (e.g., Copilot-style tools, internal AI accelerators, or similar platforms)
• •Contribute to building and integrating AI-enabled capabilities within customer experience platforms (e.g., routing intelligence, automation, insights)

Agile Delivery

• •Collaborate with Product Owners and Agile teams to refine user stories and deliver sprint commitments
• •Participate in Agile ceremonies (planning, stand-ups, retrospectives, demos)
• •Deliver working, production-ready software each sprint

Quality & Engineering Excellence

• •Develop and maintain automated unit and integration tests
• •Participate in code reviews and enforce standards
• •Troubleshoot defects and perform root cause analysis
• •Ensure adherence to definition of done and quality benchmarks

Required Skills & Experience

CCaaS / Telephony Platforms

• •Hands-on experience with:
• •Amazon Connect (preferred)
• •OR similar platforms (Genesys Cloud, NICE, Five9)

• •Knowledge of:
• •IVR/contact flows
• •Routing logic and telephony integrations
• •Omni-channel customer experience solutions

AWS & Cloud

• •Hands-on experience with AWS services:
• •IAM (roles, policies, access control)
• •Lambda, API Gateway
• •Data services (DynamoDB, S3, RDS)

DevOps & CI/CD

• •Experience with:
• •Jenkins
• •AWS CodePipeline (CodeBuild / CodeDeploy preferred)

Strong understanding of CI/CD, automation, and version control (Git)

Agile & SDLC

• •Experience working in Agile (Scrum/Kanban) environments
• •Familiarity with tools such as:
• •Jira, Rally, or equivalent

Strong understanding of iterative delivery and backlog refinement

Professional Skills

• •Strong analytical and problem-solving skills
• •Excellent communication and collaboration abilities
• •Ability to thrive in a fast-paced, Agile environment

Preferred Qualifications

• •Experience with:
• •Event-driven architectures (Kafka, SNS/SQS)
• •Observability tools (CloudWatch, Splunk)
• •Infrastructure as Code (Terraform, CloudFormation)

• •AWS certifications (Developer, Solutions Architect)
• •Experience in large-scale cloud or contact center transformations

Success Profile

• •Delivers high-quality solutions aligned to sprint goals
• •Demonstrates ownership from design through production support
• •Actively adopts and champions AI-first development practices
• •Team player who will step into any gap to create momentum, and challenge/advance team capability and engagement
• •Contributes to engineering innovation, speed, and quality
• •Balances delivery velocity with long-term architectural integrity

About Us | Our Culture | What It’s Like to Work Here