Contact Center Support /Amazon Connect/
We are seeking a Systems Engineer with experience in designing and implementing complex call flows within a large corporate environment. The ideal candidate will have a strong background in Contact Center as a Service (CCaaS) platforms like Genesys, Avaya, or Amazon Connect, and possess hands-on experience with Amazon Web Services (AWS). This role requires a mix of technical expertise, production support, and continuous process improvement to ensure the stability and efficiency of our contact center systems.
Responsibilities
Receive direction from senior staff on design patterns, and reference design documentation as part of implementation and production support
Help outline the support and sustainment model for services being implemented
Provide guidance on implementation with a focus on operational sustainability
Influence peers and other System Admins without direct authority to ensure alignment with standard design and implementation patterns
Focus on system support by working trouble tickets, escalating issues according to priority, and completing resolutions within SLAs
Serve as an escalation point for incident resolution, lead root cause analysis, and fulfill service requests
Update knowledge bases, support documentation, and user guides, and assist in training team members
Assist in the execution of updates to contact flows and other CCaaS dependencies as directed by Senior Engineers
Help gather metrics and report on KPIs, prioritizing remediation efforts for recurring issues
Requirements
Experience with the implementation and design of CCaaS platforms such as Genesys, Avaya, or Amazon Connect
Strong working knowledge of AWS, including services like Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, and CloudWatch
Proficiency in Agile methodology with a strong understanding of Scrum practices, including writing user stories, prioritization, refinement, and other ceremonies
Experience with project management and issue tracking tools like JIRA and Confluence
Ability to manage and monitor installed systems and infrastructure, particularly in relation to contact center performance metrics
Troubleshooting skills to identify root causes of issues and suggest solutions, including experience with on-call rotation using tools like PagerDuty
Familiarity with systems design and consultation, particularly in relation to CCaaS performance and contact flow design
Ability to stay current with new infrastructure technologies, CCaaS releases, and upgrades that impact contact flow design.
Original job Contact Center Support /Amazon Connect/ posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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Responsibilities
Receive direction from senior staff on design patterns, and reference design documentation as part of implementation and production support
Help outline the support and sustainment model for services being implemented
Provide guidance on implementation with a focus on operational sustainability
Influence peers and other System Admins without direct authority to ensure alignment with standard design and implementation patterns
Focus on system support by working trouble tickets, escalating issues according to priority, and completing resolutions within SLAs
Serve as an escalation point for incident resolution, lead root cause analysis, and fulfill service requests
Update knowledge bases, support documentation, and user guides, and assist in training team members
Assist in the execution of updates to contact flows and other CCaaS dependencies as directed by Senior Engineers
Help gather metrics and report on KPIs, prioritizing remediation efforts for recurring issues
Requirements
Experience with the implementation and design of CCaaS platforms such as Genesys, Avaya, or Amazon Connect
Strong working knowledge of AWS, including services like Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, and CloudWatch
Proficiency in Agile methodology with a strong understanding of Scrum practices, including writing user stories, prioritization, refinement, and other ceremonies
Experience with project management and issue tracking tools like JIRA and Confluence
Ability to manage and monitor installed systems and infrastructure, particularly in relation to contact center performance metrics
Troubleshooting skills to identify root causes of issues and suggest solutions, including experience with on-call rotation using tools like PagerDuty
Familiarity with systems design and consultation, particularly in relation to CCaaS performance and contact flow design
Ability to stay current with new infrastructure technologies, CCaaS releases, and upgrades that impact contact flow design.
Original job Contact Center Support /Amazon Connect/ posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
Apply Now