Amazon Connect Engineer (Home Office)

Vaga remota para Amazon Connect Engineer (Home Office) na empresa ITTConnect

Descrição da vaga

ITTConnect is seeking an Amazon Connect SystemsEngineer to fill a position with one of our clients here in the US.This is a position with a client that is a global leader inconsulting, digital transformation, technology and engineeringservices present in nearly 50 countries. The end client is in theapparel/retail space. Job location : Remote, work from homeanywhere in Brazil . You need to be fluent in English. Resumessubmitted in Portuguese will be rejected . You MUST HAVE experiencewith Amazon Connect, building complex call flows for largecorporations, and with implementation and design of CCaaS (CallCenter as a Service) platforms such as Genesys, Avaya, or AmazonConnect. Here are some other responsibilities and qualificationsfor this position: Responsibilities : 1) Solution Design – Receivesdirection from senior staff on design patterns and referencesdesign documentation as part of implementation and productionsupport – Following guidance from senior Engineers; implementcontact flow routing using speech recognition (Lex), queues,routing profiles/skilling, users, porting of TFN and DIDs. – Helpsto outline support and sustainment model for service(s) beingimplemented – Provide guidance on implementation through the lensof Operational Sustainability – Influences without authority(mainly with other System Admins and peers) – As requirements fromSenior Engineers may change, support need in alignment withstandard design and implementation patterns 2) Production Support -End User Support: Provides 24*7 global support of critical contactcenter systems in a rotating on-call environment – Primary focus onsystem support, working trouble tickets and escalating to teammatesaccording to priority and required expertise queue, completingresolution within SLA – Adhering to work instructions from team,monitor and test application performance for potential bottlenecks,identify possible solutions, and work with developers to implementfixes – Strengthen understanding in maintaining security, backup,and redundancy strategies as defined by senior staff – Tier 1 andTier 2 management and monitoring of all installed systems andinfrastructure with tools such as CloudWatch, pertinent tospecified role (e.g. concurrent volume, API errors, service limits,Lambda invocations, etc.) – Troubleshooting experience to find rootcause of issues and suggesting solutions to fix the problem -Fulfill service requests for team and/or write scripts forautomating said service requests in support of requirement – Engagewith vendors where needed on incidents within the area 3) SystemsLifecycle Management: – Assist in execution on updates of contactflows, Lex, and other CCaaS dependencies. – Receives direction fromSenior Engineers on bug fixes or critical updates that need to beapplied urgently and assists in coordination and implementation ofsuch updates – Begin to deepen comprehension of underlyinginfrastructure components relative to CCaaS performance and logicalcontact flow design – Continuous Process Improvement throughAssessing contact center technologies, Releases and Upgrades -Stays current on new core and app infrastructure technologies thatimpact contact flow design – Staying current on new CCaaS releases,pointing out updates and understanding on how these could impact orbenefit user and/or application 4) Create, Maintain and Report KPIs- Helps to gather metrics reporting with a guidance from managementand/or senior staff – Assists in identifying and prioritizingremediation efforts for recurring issues – Assists in ad-hocreporting such as trend analysis on recurring incident typesRequirements: – 10+ years of IT experience – Fluent in English -Strong Working knowledge of AWS: AWS console, Amazon Connect, Lex,Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc. – AgileMethodology – Strong understanding of scrum practices, includingwriting user stories, prioritization, refinement, and otherceremonies – Experience with issues and project tools such as JIRAand Confluence – Experience being on an on-call rotation utilizingtools such as PagerDuty