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.

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