Skills Required:

  • 3-5 years relative Contact Center experience
  • 2+ years hands on support and development experience with AWS Connect
  • Experience working with remote teams
  • Hands on experience developing contact flows and skill-based routing IVR applications
  • Firm understanding of backend development or similar: Python, Java, REST API
  • Firm understanding of Amazon Web Services (AWS): AWS, Amazon Connect, DynamoDB, S3, Cloud Formation, Cloud Watch, Kinesis, etc.
  • Experience using DevOps tools in a cloud environment, such as Ansible, CDD, Artifactory, Docker, Bitbucket, Jenkins, Kubernetes, Maven, and Sonar Qube
  • Experience in application development lifecycle: Agile Scrum
  • An understanding of writing Infrastructure-as-Code (IaC), using tools like CloudFormation or Terraform
  • Experience in troubleshooting distributed systems
  • Proficiency in script development and scripting languages
  • Strong communication and collaboration skills
  • An understanding of automation
  • Excellent verbal and written communication skills
  • Flexible and adaptable with the ability to align to changing priorities
  • Ability to work both independently and as part of a strong, collaborative, multi-site team
  • Ability to liaise with internal and external stakeholders and adapt approach when dealing with technical and non-technical audiences
  • A penchant for creating re-usable components and identifying opportunities for re-use
  • Work experience in financial / banking domain

Roles & Responsibilities:

  • Supports the implementation of AWS Connect platform and its maturity journey
  • Work with the Cloud architects for development of contact flows, CloudFormation templates, code automation using dev ops pipeline, cloud watch monitoring, Lambda, DynamoDB as well as other AWS applications that pertain to Amazon Connect Contact Center technology
  • Build and set up the Kubernetes architecture within the SL guard Rails
  • Enable reusability and automation as possible
  • PoC if Business use case falls out of existing solution patterns
  • Implements the new solutions within the SL guard rails
  • Increase automation for building infrastructure quicker
  • Be responsible for the planning, implementation, and AWS connect platform for various business units
  • Work alongside architecture and engineering teams to design and implement any scalable software services
  • Ensure necessary system security by using best in class cloud security solutions
  • Stay current with new technology options and vendor products, evaluating which ones would be a good fit for the company
  • Implement continuous integration/continuous delivery (CI/CD) pipelines when necessary
  • Recommend process and architecture improvements
  • Troubleshoot the system and solve problems across all platform and application domains
  • Oversee pre-production acceptance testing to ensure the high quality of a company’s services and products