We are seeking a highly skilled and motivated Systems Engineer to join our team, specializing in Amazon Connect. As a Systems Engineer, you will play a critical role in the implementation, design, and support of our Contact Center as a Service (CCaaS) platform. You will collaborate closely with senior engineers to implement and maintain robust contact flow routing solutions, ensuring optimal performance and reliability. This role requires a strong background in AWS technologies, Agile methodologies, and production support. If you are passionate about cutting-edge contact center technologies and have a keen eye for continuous process improvement, we encourage you to apply.
Key Responsibilities
- Follow guidance from senior staff on design patterns and reference design documentation as part of implementation and production support.
- Outline support and sustainment models for services being implemented.
- Provide implementation guidance with a focus on operational sustainability.
- Influence peers and other System Administrators without formal authority.
- Adapt to changing requirements from Senior Engineers, ensuring alignment with standard design and implementation patterns.
- Focus primarily on system support, handling trouble tickets, and escalating as needed to teammates based on priority and expertise.
- Serve as an escalation point for incident resolution, leveraging pre-defined work instructions.
- Lead root cause analysis investigations for incidents.
- Fulfill service requests and automate them through scripting to support team requirements.
- Engage with vendors on incidents within the area of responsibility.
- Update the knowledge base and support Wiki/Confluence articles based on the identification of new processes, with senior staff review.
- Conduct troubleshooting, audits, and system health checks via custom scripts or performance monitoring software.
- Assist in crafting user guides/job aides and facilitate training for other team members.
- Assist in executing updates of contact flows, Lex, and other CCaaS dependencies.
- Receive direction from Senior Engineers on urgent bug fixes or critical updates and assist in their coordination and implementation.
- Help gather metrics for reporting with guidance from management and senior staff.
- Assist in identifying and prioritizing remediation efforts for recurring issues.
Requirements
- Strong working knowledge of AWS, including AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
- Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect.
- Familiarity with Agile methodology and scrum practices, including writing user stories, prioritization, refinement, and other ceremonies.
- Experience with issues and project tools such as JIRA and Confluence.
- Ability to monitor and test application performance, identify potential bottlenecks, and work with developers to implement fixes.
- Understanding of security, backup, and redundancy strategies.
- Experience in production support, including tier 1 and tier 2 management and monitoring of installed systems and infrastructure.
- Troubleshooting experience to find root cause of issues and suggest solutions.
- Experience being on an on-call rotation utilizing tools such as PagerDuty.
- Understanding of underlying infrastructure components relative to CCaaS performance and logical contact flow design.
- Familiarity with dependencies on contact flows such as Lambda, Lex, and other downstream services.
- Ability to stay current on new core and app infrastructure technologies that impact contact flow design.
- Willingness to stay current on new CCaaS releases and understand how they could impact or benefit the user and/or application.
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