System Engineer - Amazon Connect- Remote

Job Title : System Engineer - Amazon ConnectLocation : RemotePosition Type : ContractUS Citizen, Green Card, TN, GC EAD and H4 EAD only No Third-party agencies corp to corp.Job Description:Summary of Key ResponsibilitiesSolution 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 remediationo Leads investigation of root cause analysis for incidentso Fulfill service requests for team and/or write scripts for automating said service requests in support of requiremento 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 softwareo 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 staffo Assists in identifying and prioritizing remediation efforts for recurring issueso 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

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