Experience with implementation and design of a CCaaS platform (e.g., Genesys, Avaya, Amazon Connect)
Strong working knowledge of AWS services relevant to CCaaS (e.g., Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch)
Agile methodology and Scrum practices including writing user stories, prioritization, refinement, and ceremonies; experience with JIRA and Confluence
Production support experience including Tier 1/2 monitoring, on-call rotation (PagerDuty), and troubleshooting to identify root causes
Requirements:
Implement contact flow routing and CCaaS configurations following guidance from senior engineers (Lex, queues, routing profiles/skilling, users, porting of TFN and DIDs)
Monitor and test application performance to identify bottlenecks; collaborate with developers to implement fixes
Maintain security, backups, and redundancy strategies as defined by senior staff
Provide Tier 1/2 production support, monitor systems with CloudWatch, troubleshoot root causes, and participate in on-call rotations (PagerDuty)
Job description
Job Title : Systems Engineer Location : Seattle, WA - Remote Position Type : Contract US Citizen, Green Card, TN, GC EAD and H4 EAD only No Third-party agencies corp to corp. 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 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
