JPMorgan Chase is seeking an Infrastructure Engineer to support and expand their Amazon Connect telecom infrastructure, aiming to extend it to new global regions, support existing implementations, and innovate telecom network operations through advanced tooling and processes to enhance customer experience.
Requirements
- 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.
- 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.
Responsibilities
- Design, configure, and implement new projects on the Amazon Connect platform.
- Document and troubleshooting 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.
- Applies technical knowledge and problem-solving methodologies to projects of moderate scope, with a focus on improving the data and systems running at scale and ensures end to end monitoring of applications.
- Considers upstream/downstream data and systems or technical implications.
- Identify and propose innovative solutions to operational challenges.
Other
- Experience working in and supporting a contact center environment.
- Be accountable for making significant decisions for a project consisting of multiple technologies and applications.
- Prioritize and handle tasks from internal and external customers.
- 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.
