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

Descrição da vaga

ITTConnect is seeking an Amazon Connect SystemsEngineer to work remotely for a client in the US. This is aposition with a client that is a global leader in consulting,digital transformation, technology and engineering services presentin nearly 50 countries. Job location : Remote, work from homeanywhere in Brazil, following US Eastern time . Requirements – 10+years of IT experience – MUST be fluent in English – MUST HAVEexperience with Amazon Connect – MUST HAVE experience with buildingcomplex call flows for large corporations – Experience withimplementation and design of a CCaaS platform like Genesys, Avaya,Amazon Connect.: – Following guidance from senior Engineers;implement contact flow routing using speech recognition (Lex),queues, routing profiles/skilling, users, porting of TFN and DIDs.- Adhering to work instructions from team, monitor and testapplication performance for potential bottlenecks, identifypossible solutions, and work with developers to implement fixes -Strengthen understanding in maintaining security, backup, andredundancy strategies as defined by senior staff – Strong Workingknowledge of AWS: AWS console, Amazon Connect, Lex, Lambda,DynamoDB, CloudFront, Cognito, CloudWatch, etc. – Agile Methodology- Strong understanding of scrum practices, including writing userstories, prioritization, refinement, and other ceremonies -Experience with issues and project tools such as JIRA andConfluence – Production Support – Tier 1 and Tier 2 management andmonitoring of all installed systems and infrastructure with toolssuch as CloudWatch, pertinent to specified role (e.g. concurrentvolume, API errors, service limits, Lambda invocations, etc.) -Troubleshooting experience to find root cause of issues andsuggesting solutions to fix the problem – Experience being on anon-call rotation utilizing tools such as PagerDuty – Systems Designand Consult: – Begin to deepen comprehension of underlyinginfrastructure components relative to CCaaS performance and logicalcontact flow design – Begin training and comprehension ofdependencies on contact flows such as Lambda, Lex, and otherdownstream services – Continuous Process Improvement throughAssessing contact center technologies, Releases and Upgrades -Begins to develop in staying current on new core and appinfrastructure technologies that impact contact flow design -Begins to develop in staying current on new CCaaS releases,pointing out updates and understanding on how these could impact orbenefit user and/or application Summary of Key ResponsibilitiesSolution Design – Receives direction from senior staff on designpatterns and references design documentation as part ofimplementation and production support – Helps to outline supportand sustainment model for service(s) being implemented – Provideguidance on implementation through the lens of OperationalSustainability – Influences without authority (mainly with otherSystem Admins and peers) – As requirements from Senior Engineersmay change, support need in alignment with standard design andimplementation patterns Production Support – End User Support: oProvides 24*7 global support of critical contact center systems ina rotating on-call environment – Primary focus on system support,working trouble tickets and escalating to teammates according topriority and required expertise queue, completing resolution withinSLA. – Assists as an escalation point in incident resolutionleveraging pre-defined work instructions for issue remediation -Leads investigation of root cause analysis for incidents – Fulfillservice requests for team and/or write scripts for automating saidservice requests in support of requirement – Engage with vendorswhere needed on incidents within the area Systems LifecycleManagement: – Assist in execution on updates of contact flows, Lex,and other CCaaS dependencies. – Receives direction from SeniorEngineers on bug fixes or critical updates that need to be appliedurgently and assists in coordination and implementation of suchupdates Create, Maintain and Report KPIs – Helps to gather metricsreporting with a guidance from management and/or senior staff -Assists in identifying and prioritizing remediation efforts forrecurring issues – Assists in ad-hoc reporting such as trendanalysis on recurring incident types