Contact Center Engineer (Amazon Connect) Remote
FUTURALIS, United States
Job Description
The Contact Center Engineer (Amazon Connect) is an essential part of our development and consultation team for innovative solutions. As a consultant developer, you will work with our clients to help modernize and scale ongoing initiative utilizing AWS Services and your expertise with developing and deploying applications utilizing AWS cloud services.
Founded in 2011, Futuralis, LLC is a global technology consulting firm raising standards in cloud services. Our strategic partners include the big three: AWS (Public Sector, Pro-Serve Partner), Google Cloud Platform, Microsoft Azure. Our mission is to help clients harness the benefits of the cloud. Our holistic approach integrates all aspects of IT into the overarching cloud strategy to reduce costs, increase efficiency and improve security.
Position Description:
The Contact Center Engineer must possess analytical skills, excellent communication skills and understand the long-term assessment on the relationship between AWS Services and the business opportunities facing our customers. The Contact Center Engineer position is responsible for ensuring that all call center systems supported and maintained to support the business optimally. This role is aimed at supporting the Amazon Connect platform and the IVR solution deployed to manage customer interactions. The Contact Engineer will collaborate with the rest of the telephony and IT teams and ensure business requests from end users are executed. As a consultant, they must encompass the core values and principles of Futuralis and go into any situation preparing to Engineer the Future.
Requirements
Education Requirements
- B.S. in Computer Science, MIS, Engineering, or related field (required)
- M.S. Computer Science (preferred)
- AWS Certified Developer (Preferred)
Experience
- 3+ years’ experience in supporting complex voice and call center environments
- 1+ year experience working with Amazon Connect
Skill Requirements:
- Solid understanding of the ITIL framework
- Configuration of omnichannel contact center
- Experience building IVR Call flows within AWS Connect Platform
- Amazon Connect, Lambda, S3, Athena, Kinesis
- Develop and maintain IVR code, manage CI/CD pipelines for deployment into various environments
- Ability to assess client requirements and contribute to the design of the appropriate architecture for the solution.
- Ability to work both independently and within a team environment.
- Exceptional communication, documentation, and organizational skills.
- Capacity to multi-task, superior organizational skills, and relentless attention to detail.
- Knowledge of Computer Science Fundamentals (data structures, systems design, algorithms, and problem solving)
- Experience with systems development life cycle methodologies and frameworks (e.g. Agile/Scrum, ‘Waterfall’).
- Strong analytical and critical thinking skills to assist with problem solving and business rule definition.
Benefits
Benefits
- Health Insurance
- Training amp; Development
- Performance Bonus
- Access to Remote Opportunities
- Access to Potential H1B Sponsorship
- AWS Advanced Consulting Partner
- Competitive and Flexible Compensation