Systems Engineer
Location: Seattle, WA - Remote
Position Type: Contract
US Citizen, Green Card, TN, GC EAD and H4 EAD only. No third-party agencies corp to corp.
Experience with implementation 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 test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixes
- Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff
Strong Working Knowledge of AWS:
- console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
Agile Methodology:
- Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonies
- Experience with issues and project tools such as JIRA and Confluence
Production Support:
- Tier 1 and Tier 2 management and monitoring of all installed systems and infrastructure with tools such as CloudWatch, pertinent to specified role (e.g. concurrent volume, API errors, service limits, Lambda invocations, etc.)
- Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problem
- Experience being on an on-call rotation utilizing tools such as PagerDuty
Systems Design and Consult:
- Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow design
- Begin training and comprehension of dependencies on contact flows such as Lambda, Lex, and other downstream services
Continuous Process Improvement through Assessing Contact Center Technologies, Releases and Upgrades:
- Begins to develop in staying current on new core and app infrastructure 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 or benefit user and/or application