Telecom Ops Engineer, Amazon Connect

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. Amazon Connect leverages 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, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

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.”

We are seeking Systems Engineers who are experts in SIP/VoIP to join our Sydney team to help us support and expand the Amazon Connect telecom infrastructure. Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP based Call Center Platform. Our technology is compelling, as it solves a common problem in a novel way — and it is unique in the industry. We are looking for engineers to help us expand our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through tooling and processes to improve customer productivity. Be part of the team that handles large amount of phone calls, among the largest in contact center platforms globally.

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.

The ideal candidate will have deep experience working with, preferably in a large scale, distributed environments. You understand 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 focus your attention instead of destroying your concentration.

Love to code. The ideal candidate will love using technology to solve problems with simple solutions. You have a solid understanding of software development methodology and know how to use the right tool for the right job.

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 support 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: https://aws.amazon.com/connect/

Media coverage on Amazon Connect:

http://www.zdnet.com/article/how-the-abs-prepared-for-the-same-sex-marriage-survey-using-the-public-cloud/

https://www.benzinga.com/analyst-ratings/analyst-color/17/03/9241888/how-amazons-connect-could-impact-twilio-zendesk-ringcent

https://aws.amazon.com/blogs/aws/new-amazon-connect-and-amazon-lex-integration/

AWS launches Amazon Connect, productizes Amazon’s in-house contact center software

Power of Amazon Connect:

https://www.youtube.com/watch?v=9qky_E39-_I

A day in the life

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

• Bachelor’s degree or 5+ years of relevant experience in a large scale environment
• 3+ years of network and operating system support experience
• 3+ years of Telephony related experience, (ie SIP, RTP, VOIP, Open source voice services)
• Working knowledge of Linux system administration
• Experience in systems automation using common scripting languages
• Fluent in Mandarin and English

PREFERRED QUALIFICATIONS

• Experience troubleshooting telephony systems
• Experience with open-source VoIP systems like Asterisk, Free-Switch, SIPp, SER, etc
• Operational experience in a 24/7 production environment
• 3+ years experience with cloud computing technologies
• Experience working as part of a global team
• Experience automating routine tasks

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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