[FULL TIME Remote] System Engineer - Amazon Connect- Remote
Key Job Details:
- Position: System Engineer - Amazon Connect- Remote
- Start Date: Immediate openings available
- Compensation: a competitive salary
- Location: Remote
- Company: Workwarp
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Job Title : System Engineer - Amazon Connect Location : Remote Position Type : Contract... US Citizen, Green Card, TN, GC EAD and H4 EAD only No Third-party agencies corp to corp. Job Description: Summary of Key Responsibilities Solution Design  Receives direction from senior staff on design patterns and references design documentation as part of implementation and production support  Helps to outline support and sustainment model for service(s) being implemented  Provide guidance on implementation through the lens of Operational Sustainability  Influences 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 patterns Production Support  End User Support: o Provides 24*7 global support of critical contact center systems in a rotating on-call environment o Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA. o Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation o Leads investigation of root cause analysis for incidents o Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement o Engage with vendors where needed on incidents within the area  Create and Maintain Systems Documentation: o Updates knowledge base and/or support WIKI/Confluence articles based on identification of new process (with review by senior staff) o Troubleshooting, audit, system health via custom scripts or performance monitoring software o Assist in crafting user guides/job aides and facilities training of the other members of the team  Systems Lifecycle Management: o Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies. o 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 updates  Create, Maintain and Report KPIs o Helps to gather metrics reporting with a guidance from management and/or senior staff o Assists in identifying and prioritizing remediation efforts for recurring issues o Assists in ad-hoc reporting such as trend analysis on recurring incident types  Collaboration with other technical service teams to manage, maintain, and resolve complex IT services o Participates in collaboration with peers to resolve infrastructure issues Apply Job!Â
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