Software Engineer II - Cloud and Contact Center Solutions

Software Engineer II

Push the limits of what’s possible with us as an experienced member of our Software Engineering team.
As a Software Engineer II at JPMorganChase within the Consumer and Community Banking you serve as a seasoned member of an agile team to design and deliver solution design, build, integration, testing, deployment, and operational readiness across multiple environments, partnering with product, operations, and security to deliver scalable, secure, and reliable customer experiences. 
Job Responsibilities 

• Own the full lifecycle: requirements gathering, solution design, implementation, testing, deployment, documentation, and operational handover. Design and implement Amazon Connect contact flows, queues, routing profiles, hours of operation, agent hierarchies, and telephony (TFNs/DIDs) configuration. a Senior Amazon Connect Engineer with strong JavaScript/TypeScript skills to own end-to-end delivery of contact center solutions.
• Build and integrate Lambda-backed flows using Node.js/TypeScript; interface with downstream systems (CRM, customer profile services, data stores) via REST/GraphQL APIs. Customize and embed the Contact Control Panel (CCP) and agent UI using JavaScript/TypeScript (optionally React) for improved agent experience.
• Integrate Lex bots, Contact Lens (redaction/compliance), and real-time/historical metrics; enable call recording policies and analytics. Implement and manage integrations with AWS services (API Gateway, DynamoDB, S3, Kinesis/SQS/SNS, EventBridge, CloudWatch) to support event-driven use cases.
• Establish IaC using CloudFormation/CDK/Terraform; set up CI/CD pipelines (build/test/deploy, blue/green or canary strategies) across Dev/IST/UAT/Prod. Embed observability: structured logging, metrics, alarms, dashboards; define SLOs and error budgets; lead incident response and root-cause analysis.
• Ensure security and compliance: IAM least privilege, KMS encryption, PII redaction, data retention, access controls; collaborate with security and compliance stakeholders. Drive cost optimization and performance tuning (flow efficiency, Lambda cold-starts, caching, pagination, concurrency). Participates in, design and develop scalable and resilient systems using Java or Python to contribute to continual, iterative improvements for product teams
• Executes software solutions, design, development, and technical troubleshooting
• Creates secure and high-quality production code and maintains algorithms that run synchronously with appropriate systems. Produces or contributes to architecture and design artifacts for applications while ensuring design constraints are met by software code development
• Gathers, analyzes, synthesizes, and develops visualizations and reporting from large, diverse data sets in service of continuous improvement of software applications and systems. Identifies hidden problems and patterns in data and uses these insights to drive improvements to coding hygiene and system architecture
• Contributes to software engineering communities of practice and events that explore new and emerging technologies. Adds to team culture of diversity, opportunity, inclusion, and respect

 Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 2+ years applied experience. Proficient in coding in Java or Python languages
• AWS Certifications (Developer Associate, Solutions Architect Associate/Professional). AWS services expertise: Amazon Connect, API Gateway, Lambda, DynamoDB, S3, CloudWatch, EventBridge; working knowledge of SQS/SNS and KMS. Experience with Lex, Contact Lens analytics, and AppFlow/Salesforce integrations.
• Front-end frameworks (React) for agent tooling; UI/UX considerations for CCP customization.
• Infrastructure as Code expertise with CDK or Terraform; GitOps practices.
• Familiarity with enterprise release management, change control, and prod-like lower environment governance. Security/compliance fundamentals: IAM, encryption, data privacy and redaction, audit logging.
• Knowledge of cost governance and FinOps in AWS.
• Hands-on practical experience in system design, application development, testing and operational stability. Overall knowledge of the Software Development Life Cycle. Knowledge of software applications and technical processes within a technical discipline (e.g., cloud, artificial intelligence, machine learning, mobile, etc.).
• Experience in developing, debugging, and maintaining code in a large corporate environment with one or more modern programming languages and database querying languages
• Proven end-to-end delivery ownership across multiple environments, including CI/CD and automated testing. Understanding of agile methodologies such as CI/CD, Application Resiliency, and Security
• Experience integrating with CRMs or customer systems via APIs; solid understanding of REST/JSON and authentication (OAuth2/JWT).
• Solid grasp of contact center concepts: call flows, queueing, skills-based routing, agent states, warm/cold transfers, telephony configuration. Excellent communication, stakeholder management, and documentation skills.

Preferred qualifications, capabilities, and skills

• Familiarity with Amazon Connect 
• Exposure to cloud technologies

Experience Level

Senior Level