Telecom Engineer – Amazon Connect, Amazon Connect, Telecom

DESCRIPTION

Are you inspired to work with a team that launches products with direct and massive impact on Amazon’s customers? Are you excited to join one of the fastest growing and most exciting AWS services? 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.

See our section in Andy Jassy 2020 re:Invent keynote: https://www.youtube.com/watch?v=xZ3k7Fd6_eU&t=7516s

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 Network Development Engineer 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 part of a fast-growing business that helps shape the technology and product as we grow. You will play a crucial role in developing the next generation telecom infrastructure, and own the design, and deliver scalable and resilient systems while maintaining a constant customer focus.

We are seeking a Telecom/VoIP engineer with a deep knowledge of SIP protocol, Networking 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. You’ll join a diverse team of network, systems and software engineers working to make our telephony platform more efficient, scalable, reliable and efficient. This team is a great fit for you if:

You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal.

You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions.

You’d like to be directly responsible for solving real customer problems.

Your passion for learning drives you to take on new challenges.

You want to have fun, surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance.

Key job responsibilities

• Telecom Architecture. Conceptualize, design, build, deploy and maintain Amazon Connect’s next generation telecom infrastructure.
• Experience. Provide telecom expertise to help drive business decisions.
• Lead/mentor other engineers. Collaborate with teammates and partners to comprehend their obstacles and assist in finding solutions.
• Telecom Carrier Peering. Integrate new telephony providers to expand Amazon Connect’s telecom infrastructure and delight customers.
• Automation. Work closely with our automation teams in defining the tools that allow us to scale at higher volume.
• Documentation. Produce and review documentation and process regarding telecom network implementation/deployments, recurring issues, new standard operating procedures, knowledge transfer material, etc.

About the team

Learn more about Amazon Connect here. 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/
• https://techcrunch.com/2017/03/28/aws-amazon-connect/

Power of Amazon Connect:

https://www.youtube.com/watch?v=9qky_E39-_I https://youtu.be/rSzDFJGw5vg

BASIC QUALIFICATIONS

• 4+ years of major internet routing protocols experience
• 4+ years of working in a Linux/Unix environment experience
• Associate’s degree
• 4+ years hands-on experience in a telecom network design, focused in SIP protocol, VoIP technologies and telecom network operations.

PREFERRED QUALIFICATIONS

• 1+ years of automation scripting using Python, Bash, Shell and/or Perl experience
• 4+ years of experience with open-source VoIP systems like Asterisk, FreeSWITCH, Kamailio, SIPp, SER, etc.

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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