Systems Engineer - Amazon Connect

We are seeking a talented System Engineer specializing in CCaaS (Contact Center as a Service) platforms like Genesys, Avaya, or Amazon Connect. The ideal candidate will have hands-on experience in implementing and designing complex contact flow routing using AWS services such as Lex, Lambda, DynamoDB, and others. This role will involve collaborating closely with senior Engineers to ensure robust system performance, security, and scalability.

Key Responsibilities:

Implementation and Design of CCaaS Platforms:

Implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, and user management based on senior Engineers’ guidance.
Monitor application performance, identify bottlenecks, propose solutions, and collaborate with developers to implement fixes.
Maintain adherence to security, backup, and redundancy strategies as directed by senior staff.
Demonstrate proficiency with AWS services including Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, and CloudWatch.
Agile Methodology:

Understand and apply Agile principles such as writing user stories, prioritization, refinement, and participation in Agile ceremonies.
Utilize project and issue tracking tools like JIRA and Confluence effectively.
Production Support:

Manage and monitor installed systems and infrastructure (Tier 1 and Tier 2) using tools like CloudWatch to maintain operational metrics within defined standards.
Troubleshoot issues, perform root cause analysis, recommend solutions, and participate in an on-call rotation using tools like PagerDuty.
Systems Design and Consultation:

Develop a deep understanding of CCaaS infrastructure components and logical contact flow design.
Gain familiarity with dependencies on services like Lambda and Lex within contact flows.
Continuous Process Improvement:

Stay updated on emerging technologies impacting contact center operations and CCaaS solutions.
Monitor CCaaS releases, assess updates, and identify potential impacts or benefits to users and applications.
Qualifications:

Bachelor’s degree in Computer Science, Engineering, or related field; or equivalent practical experience.
X years of experience in implementing and supporting CCaaS platforms (Genesys, Avaya, Amazon Connect, etc.).
Solid understanding of AWS services (Amazon Connect, Lex, Lambda, DynamoDB, etc.) and their integration in CCaaS environments.
Experience with Agile methodologies, including Agile project management tools (JIRA, Confluence).
Strong troubleshooting skills, with the ability to perform root cause analysis and recommend effective solutions.
Excellent communication skills, both written and verbal, with the ability to collaborate effectively with technical and non-technical stakeholders.
Certification in AWS or relevant technologies is a plus.
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