Senior Contact Centre Engineer at Collinson

• We are looking for a confident and experienced Senior DevOps Engineer in Amazon Connect and Contact Centre Operations - Methodologies, Amazon Web Services (Cloud), Microsoft Teams as well as Windows Servers, with AWS Sys-Dev Ops level knowledge.
• Experience of Freshdesk/Freshworks beneficial. Experience in working within Compliance frameworks, such as PCI-DSS, ISO 27001 and SOC2.

Attributes

• Be able to manage competing priorities and remain customer focused.
• Remain calm in stressful situations and focused on the job at hand. Interact with end users to provide daily support for Contact Centre Environment and infrastructure.  On occasion be willing to work additional hours due to incident/outage.  Self-motivated to learn new technologies.  ITIL Service Management experience.

Expectations 

• To evangelize and continuously improve Collinson Groups Contact Centre capabilities as well as ensuring that all products and projects are designed, delivered and supported according to business requirements. 
• To develop, support and configure the Contact Centre products/solutions. 
• Proactively identifying and resolving known errors and problems to minimize incidents.
• Perform daily checks across all platforms using monitoring solutions and escalate issues. 
• Identify any risks and/or concerns and implement remediation steps with regards to the application. 
• Active involvement in BCP/DR testing, including reporting. 
• Liaising with staff globally and forming strong working relationships. 
• Gather business and translate requirements when on/off-boarding new services and/or change requests. 
• Document newly learned processes to build Internal knowledge base. 
• Perform technical and analytical documentation of Contact Centre systems. 
• Recommend future upgrades and expansion opportunities. 
• Be the lead support for Amazon Connect and related technologies. 
• Be able to work unsupervised. 
• Produce high quality work. 

Technical Skills & Qualifications 

• AWS Sys & Dev Ops Experience. 
• Good fault-finding skills from End User Compute to Server and including AWS Connect Telephony platform. 
• Strong knowledge/understanding of Amazon Connect call flows, announcements, dial plans, skills, and routing. 
• EC2 / VPC & General AWS Environment services (e.g. CloudWatch, IAM, Lambda, DynamoDB, API Gateways, Security Hub, S3, SNS, Pinpoint, Contact Lens, Transcribe etc). 
• Strong Knowledge of Amazon Lex, Chat, Workspace and integrations to Amazon Connect. 
• Good Python, Java and SQL knowledge. 
• Escalate and chase known issues internally, following internal Incident Processes 
• Liaising with 3rd parties including service providers .
• Maintaining FreshService ITSM ticket queues – Updating and escalating as required .
• Strong Knowledge / Understanding of Contact Centre operations. 
• Good understanding and implementation of Compliance Standards / Frameworks, eg PCI-DSS, ISO 27001, SOC2 § AWS CCP Certification would be beneficial .

Beneficial 

• Scripting & database knowledge (e.g., JavaScript, Python and SQL) 
• Understanding of SIP, VOIP and WebRTC configuration and connectivity .
• General TCP/IP Networking § Contact Centre CRM knowledge – Ideally Freshdesk. 
• Contact Centre & Back Office administration & support. 

Key Performance Indicators 

• Successful project delivery. 
• Stakeholder / Business partner satisfaction. 
• Update fault/request logged on ticket system with comments in a timely fashion. 
• Ensure end to end task resolution including user/system testing. 
• Ensure effective troubleshooting. 
• Documented knowledge gathering. 
• Delivery of Project Objectives and Deliverables within agreed timelines.