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. Original job Contact Center Support /Amazon Connect/ posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs. Apply Job!