Description & Requirements
Essential Duties and Responsibilities:
- Work with development teams throughout the software life cycle ensuring sustainable software releases.
- Build and drive adoption for greater reliability, resiliency, and scalability of our production applications, while maintaining a cost conscious approach.
- Perform hands on management of cloud infrastructure and automation tools.
- Document cloud architecture, security measures, and participate in client audits.
- Mentor and train other members of the dedicated DevOps team on AWS services and collaborate with other cloud support teams that support the overall organization.
- Serve as a technical point of contact for all cloud services consumed by the team, and communicate any new enterprise standards or best practices to be adopted by the DevOps teams.
- Contribute to large-scale Amazon Connect projects, including system upgrades, migrations, and feature implementations.
- Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners
- Ability to work unscheduled hours in case of emergency work/outages
- Follow department implementation standards and Change control processes
- Communicate technical terms to non-technical users preferred
- Strong follow-through, ownership & responsibility of Telecom work
- Analyze existing and new voice and data networks (as needed)
- Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner
- Understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes
- Work with the Supervisor to understand the assigned work, deliver on agreed upon dates and raise issues/risks in a timely manner in case of risk to deliverables
- Create/modify artifacts and deliverables, including the change management process
- Perform other duties as assigned by leadership
Requirements:
- 2+ years of experience in cloud-based contact center solutions
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to work as a team member, as well as independently
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations
- Software: Wireshark, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook), Visual Studio Code
- Experience programming in Java, C#.NET, Python, PHP and/or, web application development scripting, tools and methods
- Background with State & Federal Government work
- Knowledge of industry standards including best practices in adopting and compiling to a development lifecycle
Ability to work independently and with a strong sense of system ownership
- Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content of discussion
- Knowledge of other contact center platforms
- Collaboration skills and attention to detail required
- Experience with some of the following AWS services: Amazon Connect, DynamoDB, Lambda, StepFunciton, S3, Kinesis (data/video)(Stream/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, and CloudFront
- Knowledge of WebRTC
- Customer centric mindset