Job Title: Systems Engineer - Amazon ConnectLocation: Remote (Anywhere in LATAM)Contract: 12 months to PermanentRate: $40-$45/hr USDOverview:We are seeking a skilled Systems Engineer with extensive experience in building complex call flows within large corporate environments. This role focuses on the implementation and design of Amazon Connect and other CCaaS platforms. The ideal candidate will possess deep knowledge of AWS services, be familiar with Agile methodologies, and provide strong production support while continuously driving process improvements within contact center technologies.Key Responsibilities:Solution Design:Collaborate with senior staff to implement and design contact center solutions, particularly using Amazon Connect and related AWS services.Design complex contact flow routing utilizing speech recognition (Lex), queues, routing profiles, and user management.Assist in building and maintaining a support and sustainment model for implemented services.Provide guidance on implementing solutions that focus on operational sustainability.Influence peers and other System Admins to adhere to best practices for system design and implementation.Production Support:Provide 24/7 global support for critical contact center systems in a rotating on-call environment.Troubleshoot and resolve system issues, working on tickets, escalating when necessary, and ensuring resolution within SLA.Lead root cause analysis for system incidents and implement appropriate fixes.Fulfill service requests and create automation scripts to streamline processes and support requirements.Collaborate with vendors on incidents that require external support.Systems Documentation:Update and maintain knowledge bases, support wikis, and other documentation based on new processes and system changes.Create user guides and job aids to support training for team members.Monitor system health using custom scripts and performance monitoring tools, ensuring system reliability.Systems Lifecycle Management:Assist in updating contact flows, Lex configurations, and other CCaaS dependencies.Execute bug fixes and critical updates based on direction from senior engineers.Coordinate and implement updates in response to identified issues and performance bottlenecks.Continuous Process Improvement:Stay current with the latest advancements in CCaaS technologies and AWS infrastructure, applying updates that enhance system performance.Assess new releases of CCaaS software, identify potential impacts, and suggest improvements or benefits.Gather and report KPIs to senior management, providing data-driven insights for ongoing improvements.Collaboration:Work with other technical service teams to manage, maintain, and resolve complex IT services related to CCaaS infrastructure.Participate in cross-functional collaboration to resolve infrastructure issues and ensure alignment with organizational goals.Required Qualifications:English (Professional proficiency) Experience in continuous process improvement and assessing contact center technologies for optimization.Strong scripting and automation skills for service requests and system management.Experience with systems lifecycle management and incident reporting.Prior experience working within large, complex corporate environments.Proven experience with the design and implementation of CCaaS platforms like Genesys, Avaya, or Amazon Connect, particularly for large corporations.Strong working knowledge of AWS, including Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, and CloudWatch.Hands-on experience with building and supporting complex call flows.Familiarity with Agile methodology, including user story creation, sprint planning, and the use of tools such as JIRA and Confluence.Experience with production support and monitoring, including root cause analysis and service improvement initiatives.Ability to work on an on-call rotation and manage production systems using tools like PagerDuty.Experience with creating and maintaining systems documentation, and providing training for technical teams.Excellent problem-solving skills with the ability to troubleshoot complex system issues.How to Apply: Interested candidates should submit their resume outlining their relevant experience and skills in Contact Centers Technology. Please include specific details of previous Amazon Connect or similar CCaaS platform implementations in a corporate setting.
