Senior Contact Center Engineer - Amazon Connect

Company Overview:

Our client is is a leading operator of government health and human services programs across the United States, United Kingdom, Canada, Australia, and Saudi Arabia. They deliver business process services designed to improve the cost-effectiveness, efficiency, and quality of government-sponsored benefit programs including the Affordable Care Act, Medicaid, Medicare, Children's Health Insurance Program (CHIP), Health Insurance BC, welfare-to-work, and child support programs.

Job Summary:

As a member of the their Contact Center CX team, the Senior Engineer will configure, troubleshoot, and support Contact Center as a Service (CCaaS), TTY, and Fax solutions within the Contact Center environment. This role is technical and requires close interaction with Contact Center team members, IT colleagues, business stakeholders, clients, and external vendors.

Job Duties / Responsibilities:

• Implement complex solutions on Amazon Connect.
• Contribute to large-scale Amazon Connect projects, including system upgrades, migrations, and feature implementations.
• Communicate clearly (verbal and written) with internal teams, IT groups, customers, clients, and partners.
• Work unscheduled hours when required for emergency work or outages.
• Follow implementation standards and change control processes.
• Translate technical concepts into non-technical language when needed.
• Provide feedback and updates to internal processes through documentation.
• Demonstrate strong follow-through, ownership, and responsibility for telecom work.
• Analyze existing and new voice/data networks (as needed) and recommend solutions.
• Troubleshoot, maintain, upgrade, and proactively resolve issues in voice and data environments.
• Understand business processes and develop unit and integration test scenarios aligned with system requirements.
• Collaborate with the Supervisor to understand assigned work, meet deadlines, and escalate risks proactively.
• Create or modify artifacts and deliverables, including those required for change management.
• Perform other duties as assigned by leadership.

Requirements:

• Bachelor's degree in Telecommunications, Computer Engineering, Computer Science, Computer Technology, or related discipline; or equivalent technical experience.
• 5+ years of experience with cloud-based contact center solutions including deployment, configuration, and management of Amazon Connect.
• Strong problem-solving capabilities with the ability to resolve issues quickly and accurately.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform well in a fast-paced, deadline-driven environment.
• Ability to work independently as well as collaboratively.
• Proven consulting and implementation experience, with a focus on Amazon Connect solution delivery.
• Strong technical troubleshooting skills and ability to collaborate on complex configurations.
• Knowledge of HTTP requests, REST APIs, JSON.
• Hands-on Amazon Connect contact flow development experience.
• Software/tools experience: Wireshark, MS Office (Word, Excel, PowerPoint, Access), MS Outlook, Visual Studio Code.
• Software development experience in Java, C#.NET, Python, PHP, and/or modern web application development scripting/tools.
• Desirable: Knowledge of Amazon Web Services (AWS); certifications in Genesys, Cisco, Microsoft, Cloud, VMware.
• Desirable: Experience working with State & Federal Government clients.
• Knowledge of industry best practices and development lifecycle processes.
• Ability to adjust communication style based on audience and context.
• Knowledge of other contact center platforms.
• Experience with AWS services including:
• Amazon Connect, DynamoDB, Lambda, StepFunction, S3, Kinesis (data/video) (Streams/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, CloudFront.
• Knowledge of WebRTC.
• Strong customer-centric mindset.

Preferred Certifications:

• Any AWS certifications.
• Genesys, Avaya, Cisco, Five9, NICE certifications.

Physical Requirements:

• Ability to sit for up to 80% of the time.
• Ability to lift or carry objects up to 10 lbs.
• Frequent use of computer, telephone, and office equipment