System Engineer - Amazon Connect- Remote

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

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