Provide solution design guidance and implement Amazon Connect solutions, ensuring adherence to standard patterns and operational sustainability
Deliver 24/7 production support for critical contact center systems, handle incidents, perform root-cause analysis, and manage service requests within SLA
Create and maintain systems documentation, knowledge base, user guides, and training materials; perform troubleshooting and system health monitoring
Collaborate with cross-functional technical teams on lifecycle updates (contact flows, Lex, CCaaS dependencies) and generate KPI reports and trend analyses
Job description
Job Title : System 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. Job Description: Summary of Key Responsibilities Solution Design • 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
Production Support • End User Support: o Provides 24*7 global support of critical contact center systems in a rotating on-call environment o Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA. o Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation o Leads investigation of root cause analysis for incidents o Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement o Engage with vendors where needed on incidents within the area
• Create and Maintain Systems Documentation: o Updates knowledge base and/or support WIKI/Confluence articles based on identification of new process (with review by senior staff) o Troubleshooting, audit, system health via custom scripts or performance monitoring software o Assist in crafting user guides/job aides and facilities training of the other members of the team
• Systems Lifecycle Management: o Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies. o 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
• Create, Maintain and Report KPIs o Helps to gather metrics reporting with a guidance from management and/or senior staff o Assists in identifying and prioritizing remediation efforts for recurring issues o Assists in ad-hoc reporting such as trend analysis on recurring incident types
• Collaboration with other technical service teams to manage, maintain, and resolve complex IT services o Participates in collaboration with peers to resolve infrastructure issues
