IND Staff Software Engineer - GCC011 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 Every day, a day to do right. Showing up for people isn’t just what we do. It’s who we are – and have been for more than 200 years. We’re devoted to finding innovative ways to serve our customers, communities and employees—continually asking ourselves what more we can do. Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable? That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined. And while how we contribute looks different for each of us, it’s these values that drive all of us to do more and to do better every day.
About Us
Our Culture What It’s Like to Work Here Perks &
Benefits
Legal Notice Accessibility Statement Producer Compensation EEO Privacy Policy California Privacy Policy Your California Privacy Choices International Privacy Policy Canadian Privacy Policy Unincorporated Areas of LA County, CA (Applicant Information) MA Applicant Notice Hartford India Prospective Personnel Privacy Notice Electronic Monitoring Policy