Experience with implementation and design of CCaaS platforms (e.g., Genesys, Avaya, Amazon Connect).
Strong AWS expertise including AWS Console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, and CloudWatch.
Proficiency in Agile/Scrum practices with experience using JIRA and Confluence.
Production support experience including on-call duties and incident management (PagerDuty).
Requirements:
Assist with design and implementation of CCaaS components and contact flows, including Lex-based speech recognition, queues, routing profiles/skilling, user provisioning, and telephony provisioning (TFN/DID) under senior guidance.
Monitor, test, and troubleshoot application performance; identify bottlenecks and collaborate with developers to implement fixes.
Maintain security, backup, and redundancy strategies as defined by senior staff; participate in production support and on-call rotations.
Stay current on CCaaS releases and related infrastructure, dependencies (Lambda, Lex), and broader app infrastructure technologies; pursue continuous process improvement.
Job description
Systems Engineer - Amazon Connect 100% Remote
Position type 12 months' contract
Start Date - Immediately
US Citizens and those authorized to work in the U.S are encouraged to apply. We are unable to sponsor at this time.
System Engineer Specific Competencies for Role
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 Cloud Watch, 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
