Amazon Connect Engineer

This is a remote position.

ITTConnect is seeking an Amazon Connect Systems Engineer to work remotely for a client in the US. This is a position with a client that is a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. 

Requirements

• 10+ years of IT experience
  
• MUST be fluent in English
  
• MUST HAVE experience with Amazon Connect
  
• MUST HAVE experience with building complex call flows for large corporations
  
• Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect.:
  
• Following guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.
  
• Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixes
  
• Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff
  
• Strong Working knowledge of AWS: AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
   
  Agile Methodology
  
• Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonies
  
• Experience with issues and project tools such as JIRA and Confluence
   
  Production Support
  
• Tier 1 and Tier 2 management and monitoring of all installed systems and infrastructure with tools such as CloudWatch, pertinent to specified role (e.g. concurrent volume, API errors, service limits, Lambda invocations, etc.)
  
• Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problem
  
• Experience being on an on-call rotation utilizing tools such as PagerDuty
   
  Systems Design and Consult:
  
• Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow design
  
• Begin training and comprehension of dependencies on contact flows such as Lambda, Lex, and other downstream services
  
• Continuous Process Improvement through Assessing contact center technologies, Releases and Upgrades
  
• Begins to develop in staying current on new core and app infrastructure technologies that impact contact flow design
  
• Begins to develop in staying current on new CCaaS releases, pointing out updates and understanding on how these could impact or benefit user and/or application
   

• Receives direction from senior staff on design patterns and references design documentation as part of implementation and production support
  
• Helps to outline support and sustainment model for service(s) being implemented
  
• Provide guidance on implementation through the lens of Operational Sustainability
  
• Influences without authority (mainly with other System Admins and peers)
  
• As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns
  

• End User Support: o Provides 24*7 global support of critical contact center systems in a rotating on-call environment
  
• Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA.
  
• Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation
  
• Leads investigation of root cause analysis for incidents
  
• Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement
  
• Engage with vendors where needed on incidents within the area 
  

• Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies.
  
• Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates
  

• Helps to gather metrics reporting with a guidance from management and/or senior staff
  
• Assists in identifying and prioritizing remediation efforts for recurring issues
  
• Assists in ad-hoc reporting such as trend analysis on recurring incident types