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About the Role

The Senior Engineer, AWS is responsible for designing, developing, and maintaining Gore Mutual's Amazon Connect contact center platform and its supporting AWS services. This role ensures the reliability, scalability, and continuous improvement of the telephony and customer interaction ecosystem, partnering with teams to deliver automation and integrations that enhance the customer experience and reduce operational overhead.

Responsibilities

Design, develop, and maintain Amazon Connect contact flows and supporting AWS Services
Build and optimize contact flows, queues, routing profiles, and IVR menus within Amazon Connect
Develop and maintain AWS Lambda functions, Amazon Lex bots, and API Gateway integrations
Ensure platform reliability, monitoring, and incident response
Implement and maintain CloudWatch dashboards, alarms, and logging
Troubleshoot production issues across the telephony stack, performing root-cause analysis and implementing permanent fixes
Participate in on-call rotation and P1/P2 incident triage
Deliver integrations between Amazon Connect and enterprise systems
Build and maintain integrations with Guidewire (ClaimCenter/PolicyCenter), CRM, and internal data platforms
Develop data pipelines to surface call analytics, agent performance metrics, and customer interaction data
Collaborate with cross functional teams to drive AI-driven features such as call transcription, summarization, and sentiment analysis
Contribute to engineering best practices, documentation, and knowledge sharing
Author and maintain technical documentation for architecture, dependencies, runbooks, and deployment procedures
Participate in code reviews, architectural design reviews, and sprint ceremonies
Mentor and support junior engineers and operations team members on AWS and Amazon Connect best practices
Support continuous improvement and innovation of the contact center platform
Evaluate new Amazon Connect features for applicability to Gore Mutual's needs
Propose and implement automation to reduce manual effort for Operations teams
Contribute to the technology roadmap by identifying technical debt and recommending modernization opportunities

Requirements

Undergraduate degree in Information Technology, Computer Science, or IT Systems
Hands-on development experience with Amazon Connect (contact flows, queues, routing profiles, Connect APIs)
Strong experience building serverless applications using AWS Lambda, API Gateway, DynamoDB, S3, SNS, EventBridge, and Step Functions
Experience with Amazon Lex or similar conversational AI for IVR/chatbot development
Production experience with infrastructure-as-code (CloudFormation, CDK, AWS SAM, or Terraform)
Experience integrating telephony or contact center platforms with enterprise systems (e.g., CRM, policy/claims management)
Familiarity with CI/CD pipelines (GitHub Actions, CodePipeline, or equivalent) and version control (Git)
Experience with monitoring and observability tools (CloudWatch, Dynatrace, or similar)
Prior work in insurance, financial services, or regulated industries (asset)

Skills

AWS Services – Lambda, Lex, DynamoDB, S3, API Gateway, CloudWatch, IAM, Step Functions, SNS/SQS, EventBridge
Amazon Connect – Contact flows, routing, Connect APIs, Contact Lens, real-time & historical metrics
Programming – React; Python, Node.js/TypeScript (primary Lambda runtimes)
Infrastructure-as-Code – CloudFormation, AWS CDK/SAM, or Terraform
REST API design and event-driven architecture patterns
CI/CD & DevOps – GitHub Actions, CodePipeline, automated testing, deployment automation
Monitoring & Observability – CloudWatch dashboards/alarms, log analysis, Dynatrace preferred
Security fundamentals – IAM policies, encryption at rest/in transit, PII handling in telephony data
Agile methodologies – Scrum ceremonies, Jira-based sprint planning, backlog management
Communication & documentation – Ability to translate technical concepts for non-technical stakeholders and maintain architectural documentation

Location

Hybrid

Work Type

Hybrid

Experience Level

Senior

Education Level

Undergraduate degree in Information Technology, Computer Science, or IT Systems

Salary/Compensations

$79,500 - $129,500

Benefits

Extended health and dental benefits
Disability insurance
Retirement plan matching
Paid time off
Recognition and perk programs

About the Company

Gore Mutual is a modern mutual company focused on transforming the insurance industry. Effective January 1, 2026, Gore joined Beneva, the country’s largest mutual insurance company, as part of its Property & Casualty operations. This combination with Unica Insurance creates a stronger, more diversified mutual insurer with greater scale and long-term stability, anchored in long-term benefits to customers, members, and communities.

Equal Opportunity

Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. Contact us and a human resources representative will consult with you to determine an appropriate accommodation. Should you request an accommodation during the interview process, please notify your Talent Acquisition Consultant.