Telecom Engineer - Amazon Connect

Job description

DESCRIPTION

Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. With Amazon Connect you can leverage the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate and talented Systems Engineers to join us to innovate on the telecom infrastructure that is fundamental to modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation telecom infrastructure, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

Industry analysts have said, “Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers.” and “Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer-centric solutions with open platform integration with assistance from the partner community.”

**The ideal candidate will:**
* **Be great fun to work with**. Our company credo is “Work hard. Have fun. Make history”. The right candidate will love what they do and instinctively know how to make work fun.
* **Have strong Linux & Networking Skills**. The ideal candidate will have deep experience working with Linux, preferably in a large scale, distributed environment. You understand networking technology and how servers and networks inter-relate. You regularly take part in deep-dive troubleshooting and conduct technical post-mortem discussions to identify the root cause of complex issues.
* **Troubleshooting Expert.**You look for difficult challenges and revel in the satisfaction of solving complex issues. High pressure situations focuses your attention instead of destroying your concentration.
* **Love Telecom Technologies**. Whether it's wireless/cellular technology, enterprise telecommunication, or web-based real time communication technologies, you enjoy learning telecommunications technology and keeping up with the latest trends in the industry
* **Customer Obsessed.**The ideal candidate enjoys working with customers to help them get the best experience using Amazon Connect.
* **Think Big**. The ideal candidate will build and deploy solutions across thousands of devices. You will strive to improve and streamline processes to allow for work on a massive scale.

**What is in it for you?**
* ~Team culture~: You'll be joining a fun team that prides itself on a great work environment with an inclusive group of people that loves working together towards a common goal.
* ~Impact~: Work on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions.
* ~Gratification~: You will know you are directly responsible for solving real customer problems.
* ~Critical and Fast:~ This is a strategic new business for AWS, and we are moving fast, really fast.
* ~Ownership~: You will quickly become responsible for key components of the service, and drive what and how to build them.
* ~Learn & Grow:~ If want to learn and grow with challenges of a designing and building a large-scale fault tolerant systems – this is an opportunity of a life time.
* ~Innovate~: We learn from our customers and invent every day on their behalf.
* ~Make history:~ AWS is the leader in a current industry wide revolution, and specifically at Amazon Connect, we are changing the way customers think about contact centers.
* ~Have fun:~ Surround yourself with a highly talented pool of engineers that like to solve complex problems, but also work in a fun and autonomous environment.
Learn more about Amazon Connect [here](http://aws.amazon.com/connect) .

Media coverage on Amazon Connect:
[https://aws.amazon.com/blogs/contact-center/hear-here-at-city-of-london-build-a-diy-audio-tour-with-amazon-connect/](https://aws.amazon.com/blogs/contact-center/hear-here-at-city-of-london-build-a-diy-audio-tour-with-amazon-connect/)
[https://aws.amazon.com/blogs/contact-center/testing-accuracy-and-regression-with-amazon-connect-and-amazon-lex/](https://aws.amazon.com/blogs/contact-center/testing-accuracy-and-regression-with-amazon-connect-and-amazon-lex/)
[https://techcrunch.com/2017/03/28/aws-amazon-connect/](https://techcrunch.com/2017/03/28/aws-amazon-connect/)

Power of Amazon Connect:
Intuit : Serving 7 Million Customers Using Amazon Connect - [https://youtu.be/6LcSv9XocTY](https://youtu.be/6LcSv9XocTY)
Customer and Constituent Engagement with Amazon Connect - [https://youtu.be/4vV7A46IcHk](https://youtu.be/4vV7A46IcHk)

We are seeking a Telecom/VoIP engineer with deep knowledge of SIP protocol and Linux/UNIX expertise to help us support and expand Amazon Connect's telecom infrastructure. Amazon Connect supports large amounts of concurrent customer calls and active agents using an internally developed SIP based Call Center Platform. Our technology is quite unique in that we built most of our equipment and therefore we are looking for someone who is not afraid to work under the hood of a SIP endpoint system (preferably with work experience in the area), and not simply configure a commercial SIP product or performing move/add/change.

We are seeking an engineer with some basic telephony knowledge, network implementation and customer-facing experience, who are excited to learn more about Telephony systems and to pick up skills needed to build and manage a world-class telephony infrastructure using the latest cloud-based technologies.

The candidate we seek should:
* Strong in logical reasoning, be able to follow troubleshooting data to arrive at logical conclusions.
* Have basic understanding of PSTN world and how calls traverse through PSTN
* Comfortable with Linux / UNIX operating system, able to navigate around the filesystem, able to bring up / down Linux services, diagnose basic issues on UNIX with disk space/CPU/memory.

Your peers will be systems, network and software engineers working to make our telephony platform more capable, scalable, reliable and efficient. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role, as will patience and a sense of humor.

Desired profile

BASIC QUALIFICATIONS

* 2+ years experience in a customer-facing technical role
* 2+ years experience in a network implementation role
* Strong in logical reasoning
* Solid understanding of the Linux Operating System
* Working knowledge of IP networking fundamentals
* Excellent troubleshooting skills with a focus on root cause and prevention
* Strong sense of ownership, bias for action, customer obsession, and earn trust.
* Must have excellent communication and documentation skills
* Basic scripting experience