Telecom Engineer – (Mandarin, English), Amazon Connect

DESCRIPTION

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.

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

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

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.

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 and 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.

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
• Bachelor’s degree or 5+ years of relevant experience in a large scale environment
• 4+ years hands-on experience in a telecom network design, focused in SIP protocol, VoIP technologies and telecom network operations.
• Fluency in written and conversational Chinese Mandarin and English is essential.

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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