Senior CX Engineer

About Contacx

Contacx, a prominent Amazon Connect partner, assists organisations across APAC in redefining customer engagement through cloud-based contact centre solutions integrated with AWS AI technologies. The company operates in Melbourne, Perth, and the Philippines and is now expanding into New Zealand to fulfill the growing demand for a reliable local delivery partner. The expansion represents an early-stage initiative within a rapidly scaling enterprise.

Role Overview

The Senior CX Engineer will spearhead the architecture, design, and deployment of cloud-native customer experience (CX) solutions leveraging Amazon Connect and the broader AWS ecosystem. This leadership role entails translating complex client requirements into high-performance engineering solutions covering WebRTC, real-time communications, serverless workflows, and AI-powered CX automation. As the most senior engineering position in New Zealand, there is a pathway to lead the local squad, oversee all NZ client projects, participate in ANZ senior leadership, and contribute to strategic and operational decisions.

Key Responsibilities

• Design, develop, and enhance scalable CX solutions using Amazon Connect, WebRTC, SIP, and AWS core services.
• Architect and implement robust server-side APIs, microservices, and automated workflows primarily using TypeScript and other contemporary programming languages.
• Lead front-end and web technology integration efforts to create seamless, multi-channel customer engagement tools.
• Collaborate with client stakeholders to gather intricate requirements and convert them into enterprise-grade CX architectures.
• Serve as a senior technical escalation specialist, resolving complex networking and telephony challenges, including TCP/IP routing, NAT, DNS, and SIP issues.
• Establish and promote engineering best practices, including code review protocols and continuous integration/delivery pipelines within an agile framework.
• Stay updated on emerging CX technologies, including AI-driven interaction models, generative AI applications, and advanced automation.
• Evaluate and adopt modern execution environments and programming languages such as Rust for performance-critical components.

Candidate Profile

• Senior experience in software development or cloud engineering, with proven full-stack capabilities and exposure to real-time communications or CCaaS platforms.
• Advanced proficiency in TypeScript, JavaScript, and modern web technologies with solid experience in REST API development using languages such as Python or Golang.
• Comprehensive knowledge of enterprise networking protocols (TCP, IP routing, NAT, DNS) and real-time media protocols including SIP and WebRTC.
• Hands-on expertise with Amazon Connect and essential AWS services like Lambda, DynamoDB, S3, Lex, and Amazon Bedrock.
• Tertiary education in Computer Science, Software Engineering, or related disciplines; AWS certifications are preferred and valued.

Why Join Contacx?

• Opportunity to be the pioneering engineer in a new market, contributing to foundational growth.
• Influential role with participation in ANZ leadership shaping company strategy and operations.
• Deliver impactful CX solutions for top-tier brands across New Zealand, Australia, and the Asia-Pacific region.
• Collaborate with regional leaders in Amazon Connect, AI-enhanced CX, and cloud-native development.
• Engage in hands-on generative AI projects and receive support for AWS certification funding.
• Enjoy flexible remote-first work arrangements.
• Competitive remuneration paired with a bonus program linked to company revenue performance.

Application Deadline

Applications close at 5pm Friday 9 October.