Contact Center Principal Software Engineer

Principal Software Engineer - IE06GE

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.

We are seeking a highly skilled Principal Software Engineer to drive the strategic transition to the AWS Connect Contact Center as a Service (CCaaS) platform. This role will lead end-to-end transformation efforts, including vendor evaluation, systems integration, and cloud-native solution enablement. The ideal candidate will have hands-on experience with Amazon Web Services (AWS) products such as Amazon Connect, Amazon Lex, EventBridge, S3, and related services, and will be responsible for guiding cross-functional teams through complex CCaaS deployments.

Key Responsibilities

Technical Leadership

Architect and lead the implementation of CCaaS solutions, with a focus on AWS-native services.

Design scalable, secure, and resilient contact center workflows using Amazon Connect, Lex, Lambda, EventBridge, and S3.

Define integration strategies with existing enterprise systems (CRM, ticketing, analytics, etc.).

Transformation & Strategy

Lead transformation initiatives from legacy contact center platforms to CCaaS.

Develop and execute migration roadmaps, ensuring minimal disruption to business operations.

Collaborate with business stakeholders to align technical solutions with operational goals.

Vendor & Product Management

Evaluate CCaaS vendors and AWS service capabilities to recommend optimal solutions.

Manage vendor relationships, contracts, and performance metrics.

Conduct product fit-gap analyses and lead proof-of-concept initiatives.

Systems Integration

Oversee API integrations, data flows, and event-driven architectures.

Ensure seamless interoperability between CCaaS platforms and enterprise applications.

Implement monitoring, logging, and alerting frameworks for operational visibility.

Required Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field.

7+ years of experience in IT consulting or technical leadership roles.

Proven experience implementing Amazon Connect, Lex, EventBridge, S3, and other AWS services.

Strong understanding of contact center operations, IVR design, call routing, and customer experience optimization.

Experience leading large-scale transformation projects, including stakeholder engagement and change management.

Proficiency in vendor management, contract negotiation, and service-level oversight.

Excellent communication and leadership skills.

Preferred Qualifications

AWS certifications (e.g., Solutions Architect, DevOps Engineer).

Experience with other CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone).

Familiarity with agile methodologies and DevOps practices.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$166,560 - $249,840

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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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.

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