Telecom Support Engineer, Amazon Connect

DESCRIPTION

AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.

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.

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 Support Engineers who are experts in SIP/VoIP to join our Korea 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

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 & Networking Fu. The ideal candidate will have deep experience working with , 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 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 to code. Whether its building tools in Java or solving complex problems in Python, 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 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?

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 & Networking Fu. The ideal candidate will have deep experience working with , 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 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 to code. Whether its building tools in Java or solving complex problems in Python, 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 deploy solutions across thousands of devices. You will strive to improve and streamline processes to allow for work on a massive scale.

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

BASIC QUALIFICATIONS

• 3+ years of network and operating system support experience
• Bachelor’s degree in computer science or equivalent, or 3+ years of technical support experience
• 3+ years of Telephony related experience, ie SIP, RTP, Voip, Open source voice services
• Fluent in Korean and English

PREFERRED QUALIFICATIONS

• Telecom Certified in Korea
• 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
• Experience working as part of a global team

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