ITTConnect is seeking an Amazon Connect Systems Engineer to fill a position with one of our clients here in the US. This is a position with a client that is a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the apparel/retail space.Job location: Remote, work from home anywhere in Brazil.You need to be fluent in English. Resumes submitted in Portuguese will be rejected.You MUST HAVE experience with Amazon Connect, building complex call flows for large corporations, and with implementation and design of CCaaS (Call Center as a Service) platforms such as Genesys, Avaya, or Amazon Connect.Here are some other responsibilities and qualifications for this position:Responsibilities:1) Solution DesignReceives direction from senior staff on design patterns and references design documentation as part of implementation and production supportFollowing guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.Helps to outline support and sustainment model for service(s) being implementedProvide guidance on implementation through the lens of Operational SustainabilityInfluences without authority (mainly with other System Admins and peers)As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns2) Production SupportEnd User Support: Provides 24*7 global support of critical contact center systems in a rotating on-call environmentPrimary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLAAdhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixesStrengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staffTier 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 problemFulfill service requests for team and/or write scripts for automating said service requests in support of requirementEngage with vendors where needed on incidents within the area3) Systems Lifecycle Management:Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies.Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updatesBegin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow designContinuous Process Improvement through Assessing contact center technologies, Releases and UpgradesStays current on new core and app infrastructure technologies that impact contact flow designStaying current on new CCaaS releases, pointing out updates and understanding on how these could impact or benefit user and/or application 4) Create, Maintain and Report KPIsHelps to gather metrics reporting with a guidance from management and/or senior staffAssists in identifying and prioritizing remediation efforts for recurring issuesAssists in ad-hoc reporting such as trend analysis on recurring incident typesRequirements:10+ years of IT experienceFluent in EnglishStrong Working knowledge of AWS: AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.Agile MethodologyStrong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremoniesExperience with issues and project tools such as JIRA and ConfluenceExperience being on an on-call rotation utilizing tools such as PagerDuty