Systems Engineer - Amazon Connect – 100% Remote

Systems Engineer - Amazon Connect – 100% Remote

Candidates Location – anywhere in LATAM

Duration: 12 months

Rate: DOE

Job Description

System Engineer Specific Competencies for Role

• Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect.:

o Following guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.

o Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixes

o Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff

• Strong Working knowledge of AWS

o AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.

• Agile Methodology

o Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonies

o Experience with issues and project tools such as JIRA and Confluence

• Production Support

o Tier 1 and Tier 2 management and monitoring of all installed systems and infrastructure with tools such as CloudWatch, pertinent to specified role (e.g. concurrent volume, API errors, service limits, Lambda invocations, etc.)

o Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problem

o Experience being on an on-call rotation utilizing tools such as PagerDuty

• Systems Design and Consult:

o Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow design

o Begin training and comprehension of dependencies on contact flows such as Lambda, Lex, and other downstream services

• Continuous Process Improvement through Assessing contact center technologies, Releases and Upgrades

o Begins to develop in staying current on new core and app infrastructure technologies that impact contact flow design

o Begins to develop in staying current on new CCaaS releases, pointing out updates and understanding on how these could impact or benefit user and/or application

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