Description
Syneos Health is seeking a Senior Engineer to design and develop scalable IVR systems, automation frameworks, and integrations for their Amazon Connect telephony platform.
The ideal candidate will have 5+ years of experience in software engineering, with a focus on cloud-based systems, and 3+ years of hands-on experience with Amazon Connect, including IVR development.
Responsibilities:
- Design and build scalable IVR systems and call routing logic in Amazon Connect
- Develop backend services using Lambda, APIs, and data storage solutions such as DynamoDB
- Create automation frameworks for telephony workflows, including dynamic routing, system-triggered actions, and configuration management
- Build reusable components and patterns to standardize development across the platform
- Design and implement integrations between Amazon Connect and Salesforce Service Cloud
- Build and enhance custom Contact Control Panel (CCP) solutions to support agent workflows
- Enable seamless, automated data exchange across telephony and enterprise systems
- Design systems that prevent issues rather than react to them, including strong error handling, fallback logic, and resiliency patterns
- Implement automated monitoring, alerting, and where possible, self-healing mechanisms
- Continuously identify and eliminate manual processes through automation
- Act as an escalation point for complex or recurring issues that require deep technical analysis, with a focus on root cause elimination rather than repeated fixes
- Mentor Engineer II resources by providing clear designs, reusable patterns, and development standards
- Break down complex systems into executable work for the broader team
- Collaborate with Product, QA, and Platform Operations to deliver scalable solutions
- Communicate technical decisions and trade-offs clearly to stakeholders
Qualifications:
- 5+ years of experience in software engineering, with a focus on cloud-based systems
- 3+ years of hands-on experience with Amazon Connect, including IVR development
- Strong experience building backend systems using AWS services such as Lambda, APIs, DynamoDB, and S3
- Experience designing automation frameworks and event-driven architectures
- Experience integrating Amazon Connect with Salesforce Service/Health Cloud or similar platforms
- Strong understanding of telephony concepts including IVR, SIP, PSTN, and VoIP
- Proven ability to design scalable, maintainable systems from the ground up
Benefits:
- Career development and progression
- Supportive and engaged line management
- Technical and therapeutic area training
- Peer recognition and total rewards program
- Inclusive culture