Job Title : Systems Engineer - Amazon Connect
Location : Remote
Position Type : Contract
US Citizen, Green Card, TN, GC EAD and H4 EAD only No Third-party agencies corp to corp.
System Engineer Specific Competencies for Role
Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect .:
o Following guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.
o Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixes
o Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff
Strong Working knowledge of AWS
o AWS console, Amazon Connect , Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
Agile Methodology
o Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonies
o Experience with issues and project tools such as JIRA and Confluence
Production Support
o 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.)
o Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problem
o Experience being on an on-call rotation utilizing tools such as PagerDuty
Systems Design and Consult:
o Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow design
o 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
o Begins to develop in staying current on new core and app infrastructure technologies that impact contact flow design
o 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
