Telecom Engineer- Amazon Connect- cxLoyalty

cxLoyalty, a JPMorgan company, is a global leader in loyalty and engagement solutions. With 35 years of experience and 200 million consumer touchpoints worldwide, cxLoyalty's unique combination of platform, content and delivery at scale set us apart in the marketplace. Over 3,000 leading banks, retailers, travel and telecom companies worldwide select cxLoyalty to design, administer and fulfill loyalty and engagement programs that strengthen and expand the value of their customer relationships.

We are looking for a passionate and talented Telecom Engineer to join our team to help us support and expand the Amazon Connect telecom infrastructure. Amazon Connect supports customer calls using a SIP based Call Center Platform. We are looking for engineers to help us expand our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through tooling and processes to improve customer productivity. Be part of the team that handles a large amount of phone calls, among the largest in contact center platforms globally.

Duties and Responsibilities

Ability to independently Design, Configure and Implement new projects on the Amazon Connect platform.
Identify and propose innovative solutions to operational challenges
Prioritize and Handle Tasks from Internal and External Customers
Document and Troubleshoot Issues that need immediate attention and remediation
Provide Root-Cause Analysis on Service Outages
Support in Day-to-Day Operation of Telecoms Platform in analyzing problems affecting operations
Participate in On-Call rotation schedules
Represent Telecom Team to troubleshoot and coordinate with different functional teams in handling Incidents and Outages

Qualifications

Bachelor's Degree in Computer Science, Information Technology or other relevant fields or equivalent combination of education and experience.
At least 2 years of experience with Telecom and IVR Engineering and Administration
Experience with Amazon Connect that includes but not limited to development, deployment, and support of the following:

CCP
Contact Flows
Lambda and other Scripting
S3 Storage Solutions
DynamoDB
Cloudwatch
Queues and Routing Profiles
Agent and Agent Hierarchy Administration

Proven expertise in JavaScript, Python programming related to AWS Services use
Proven ability to resolve complex issues in an efficient and timely manner and provide clients with consultative explanations and advice
Familiar with file formats including JSON files, and others
Excellent working knowledge of telecommunications, maintenance processes and systems
Strong Verbal and Written Communication Skills
Willing to work US Time schedule
Experience in following ITIL processes, and Service Desk Ticket management applications
Proficiency in Microsoft Office suite including Visio for design

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans

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