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.
Similar Remote Jobs
Contact Center Support /Amazon Connect/
Posted on: 19-11-2024 06:06
[part-Time] Remote Apple At-Home Advisor
Posted on: 19-11-2024 06:06
Vacation Specialist - Flexible Schedule
Posted on: 19-11-2024 06:06
REMOTE: Demand Generation Campaign Manager
Posted on: 19-11-2024 06:06
Warehouse Loader - Hiring Immediately
Posted on: 19-11-2024 06:06
Ups With Remote Power Control
Posted on: 19-11-2024 06:06
Lecturer: ICT for Development (Part-Time)
Posted on: 19-11-2024 06:06
(Hiring Now) No Experience Required!
Posted on: 19-11-2024 06:06
Amazon Wholesale FBA Specialist (Experienced)
Posted on: 19-11-2024 06:06
Work From Home Data Entry
Posted on: 19-11-2024 06:06
Frontend Software Engineer
Posted on: 11-08-2024 00:00
Business Development Represenative Fully Remote
Posted on: 05-01-2025 17:57
Director of Merchandising and Buying
Posted on: 14-11-2024 08:01
High Paying Typing Jobs for Teens - Work From Home Opportunities
Posted on: 24-09-2024 00:00
Post My Article USA 20+ Top Tier News Sites, in non-USA with samedomain with.com ending, Eng Website - Contract to Hire
Posted on: 20-08-2024 00:00
Senior Analyst, Tax
Posted on: 20-08-2024 00:00
Remote Customer Service Representative (Healthcare) - Bilingual & Non-Bilingual Positions
Posted on: 02-12-2024 03:11
Part-Time Remote Bookkeeper for Small Businesses
Posted on: 30-09-2024 00:00
The UPS Store Center Associate Full / Part Time ? The UPS Stores 4754, 0304, 5138, 4619 ? New York City, NY
Posted on: 23-11-2024 06:30
Call Center Agent - Part-time - Weekends Only
Posted on: 02-02-2025 00:00