{"id":1373025,"url":"https://alion.io/job/pearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions","title":"Software Engineer II - Amazon Connect & AWS Contact Center Solutions","company":{"id":34029,"name":"Pearson","domain":"pearson.com","url":"https://alion.io/company/pearson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":77,"open_postings":23,"ghost_share":0,"stale_share":0.913,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Backend","role_family":"Backend","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Amazon Kinesis","optional":false},{"name":"API Gateway","optional":false},{"name":"AWS","optional":false},{"name":"AWS Bedrock","optional":false},{"name":"AWS Lambda","optional":false},{"name":"DynamoDB","optional":false},{"name":"IAM","optional":false}],"status":"live","first_seen_at":"2026-09-28T04:55:11Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-26T15:20:52Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"The Specialist, Technology Solutions is a senior-level individual contributor with deep subject matter expertise in Amazon Connect and AWS platform services, who independently leads complex, cross-functional analyses and solution design initiatives. Acting as a bridge between business stakeholders and technical teams, this role evaluates ambiguous business needs, develops innovative process models, and delivers data-driven recommendations that inform strategic decisions and major technology investments.\nThe analyst translates requirements into scalable, secure AWS-based Contact Center solutions leveraging AWS Connect and adjacent platform services such as IAM, Lambda, Lex, Bedrock, DynamoDB, Glue, and QuickSight, while ensuring alignment with information security and enterprise architecture standards. They influence project direction by identifying system interdependencies, assessing feasibility and risk, and guiding stakeholders toward high-value outcomes that improve service quality and operational efficiency.\nSuccess in this role is demonstrated through the delivery of comprehensive analytical outputs that withstand technical scrutiny, high-quality requirements that minimize scope creep, and measurable business impact from implemented solutions. The Technology Solution Analyst models strong customer centricity, adaptability, collaboration, innovation, critical thinking, and technical acumen; mentors other analysts; facilitates cross-functional working sessions; and consistently raises the performance bar by challenging assumptions and upholding analytical integrity.\nKey Responsibilities:\nBusiness Analysis & Requirement Gathering:\nWork closely with business stakeholders, including sales, marketing, and customer service teams, to gather requirements and understand their needs.\nTranslate business requirements into functional CCaaS specifications, ensuring solutions align with organizational objectives.\nDocument user stories, workflows, and process maps to inform Salesforce configurations and enhancements.\nCCaaS Configuration :\nConfigure and customize CCaaS applications to meet business needs, including creating call flows, workflows, routing rules, reporting and automations.\nWork with Salesforce developers when necessary to implement advanced solutions, ensuring proper integration with other systems.\nManage AWS IAM user roles, permissions, profiles, and sharing settings to ensure appropriate access and data security.\nData Management & Reporting:\nOversee data integrity within the Callcenter estate by implementing data pipelines and reporting workloads that provide visibility into key operational metrics including agent performance, call volumes and cost attribution / allocation.\nCreate and maintain CCaaS reports and dashboards to provide actionable insights and support decision-making for various departments.\nTraining & Support:\nProvide training and support to Call Center users across Pearson, helping them understand and make the best use of features and capabilities.\nTroubleshoot issues and provide prompt support for Call Center-related problems, escalating complex issues to Vendor technical support when needed.\nDevelop user guides, documentation, and training materials to improve user proficiency and engagement with the Call Center.\nProcess Optimization:\nIdentify opportunities to optimize business processes through automation, integration, and customization of AWS, Five9 and related Call Center applications.\nWork with stakeholders to continuously improve and streamline workflows, ensuring the platform supports operational efficiency.\nConduct regular system audits to ensure optimal performance and compliance with company standards and industry regulations.\nCollaboration & Communication :\nCollaborate with Salesforce administrators, developers, and other IT team members to ensure smooth implementation of system changes and enhancements.\nServe as a liaison between technical teams and non-technical business users, ensuring clear communication of requirements and solutions.\nStay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organization.\nKey Skills & Qualifications:\n Education:\nBachelor’s degree in business, Information Technology, Computer Science, or related field. Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) are preferred.\nExperience:\n4+ years of experience working as a AWS Solution Analyst, AWS Connect Administrator, or a related role.\nHands-on experience with CCaaS configuration and customization, including the design of call flows, routing rules, reporting and automations.\nExperience in business analysis, translating functional business needs into system requirements.\nCCaaS Expertise:\nStrong understanding of AWS Connect, Five9, Calabrio, and other CCaaS platforms.\nKnowledge of AWS Athena, Glue, Quick Sight and other Cloud-based Business Intelligence and Reporting tools, especially AWS\nFamiliarity with Dynamo DB, Lambda, Kinesis, Lex, Bedrock, API Gateway and other AWS Connect-adjacent AWS PaaS offerings.\n Salesforce Knowledge:\nFoundational understanding of Salesforce CRM, especially Service Cloud and Service Cloud Voice, and other relevant modules.\nKnowledge of Salesforce dashboards, reporting and screen flows\nFamiliarity with CTI integrations and the configuration of Service Cloud Voice (SCV)\nAnalytical Skills:\nExcellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.\nStrong attention to detail and commitment to data accuracy and integrity.\nAbility to analyze large datasets and generate meaningful insights.\nCommunication & Collaboration:\nStrong interpersonal and communication skills, with the ability to engage with both technical and non-technical stakeholders.\nAbility to work effectively in a team environment and collaborate across departments.\nExperience in delivering training and support to end users.\n Additional Competencies:\nStrong time management skills and ability to handle multiple tasks and projects simultaneously.\nAdaptable and open to learning new technologies and methodologies.\nExperience with Agile methodologies and project management tools is a plus.","description_format":"text","description_chars":6269,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-28T05:09:49Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.536,"p_room":0.75,"age_days":28,"expected_fill_days":29,"reasons":["conf:5","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/pearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions","json_url":"https://alion.io/job/pearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions.json","meta":{"generated_at":"2026-10-26T16:39:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22323,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":34029},"rest":"https://alion.io/mcp/rest/get_company?id=34029"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpearson-software-engineer-ii-amazon-connect-aws-contact-center-solutions"}]}