Systems Engineer - Amazon Connect - Remote

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.
• 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.