Current jobs related to Aws Connect - Shahpur - Capgemini Engineering

Job Description:Location:Pan IndiaExp:9 + yrsSystems Engineer - Amazon Connect – candidate should have built complex call flows for a large corporationSystem Engineer Specific Competencies for Role
- Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect.:o Following guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.o Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixeso Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff
- Strong Working knowledge of AWSo AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
- Agile Methodologyo Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonieso Experience with issues and project tools such as JIRA and Confluence
- Production Supporto Tier 1 and Tier 2 management and monitoring of all installed systems and infrastructure with tools such as CloudWatch, pertinent to specified role (e.G. concurrent volume, API errors, service limits, Lambda invocations, etc.)o Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problemo Experience being on an on-call rotation utilizing tools such as PagerDuty
- Systems Design and Consult:o Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow designo Begin training and comprehension of dependencies on contact flows such as Lambda, Lex, and other downstream services
- Continuous Process Improvement through Assessing contact center technologies, Releases and Upgradeso Begins to develop in staying current on new core and app infrastructure technologies that impact contact flow designo Begins to develop in staying current on new CCaaS releases, pointing out updates and understanding on how these could impact or benefit user and/or applicationSummary 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 patternsProduction Support
- End User Support: o Provides 24*7 global support of critical contact center systems in a rotating on-call environmento 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 KPIso 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 serviceso Participates in collaboration with peers to resolve infrastructure issues

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