Support and expand Amazon Connect telecom infrastructure to new global regions, support existing implementations, and innovate telecom network operations to enhance customer experience for Chase Travel
Requirements
- Hands-on experience with Amazon Connect, including development, deployment, and support of: CCP, Contact Flows, Lambda and other scripting, S3 Storage Solutions, DynamoDB, CloudWatch, Queues and Routing Profiles & Agent and Agent Hierarchy Administration
- Proficiency in Infrastructure as Code (IaC) tools
- Experience with CI/CD pipelines and DevOps practices
- Proven expertise in programming languages such as JavaScript, Node.js, and Python, particularly in relation to AWS Services
- Familiarity with file formats, including JSON and others
- Experience in following ITIL processes and using Service Desk Ticket management applications
Responsibilities
- Design, configure, and implement new projects on the Amazon Connect platform
- Apply technical knowledge and problem-solving methodologies to projects of moderate scope
- Document and troubleshoot issues that require immediate attention and remediation
- Provide root-cause analysis on service outages
- Support day-to-day operations of the telecom platforms by analyzing problems affecting operations
- Participate in after-hours releases and on-call rotation schedules
- Represent the Telecom Team to troubleshoot and coordinate with different functional teams in handling incidents and outages
Other
- Formal training or certification on infrastructure engineering concepts and 3+ years applied experience
- Minimum of 2 years of experience in Telecom and IVR Engineering and Administration
- Experience working in and supporting a contact center environment
