NTD Software is hiring a
Production Support Engineer

Summary

The job is for a Systems Engineer specializing in Amazon Connect to implement, design, and support Contact Center as a Service (CCaaS) platform. The role requires strong AWS knowledge, CCaaS platform experience, Agile methodology, production support, and on-call rotation.

Requirements

• Strong working knowledge of AWS, including AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc
• Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect
• Familiarity with Agile methodology and scrum practices
• Experience with issues and project tools such as JIRA and Confluence
• Ability to monitor and test application performance, identify potential bottlenecks, and work with developers to implement fixes
• Understanding of security, backup, and redundancy strategies
• Experience in production support, including tier 1 and tier 2 management and monitoring of installed systems and infrastructure
• Troubleshooting experience to find root cause of issues and suggest solutions
• Experience being on an on-call rotation utilizing tools such as PagerDuty
• Understanding of underlying infrastructure components relative to CCaaS performance and logical contact flow design
• Familiarity with dependencies on contact flows such as Lambda, Lex, and other downstream services
• Ability to stay current on new core and app infrastructure technologies that impact contact flow design
• Willingness to stay current on new CCaaS releases and understand how they could impact or benefit the user and/or application

Responsibilities

• Implement and maintain robust contact flow routing solutions
• Collaborate closely with senior engineers
• Follow guidance from senior staff on design patterns and reference design documentation
• Outline support and sustainment models for services being implemented
• Provide implementation guidance with a focus on operational sustainability
• Influence peers and other System Administrators without formal authority
• Adapt to changing requirements from Senior Engineers
• Provide 24/7 global support of critical contact center systems in a rotating on-call environment
• Serve as an escalation point for incident resolution
• Lead root cause analysis investigations for incidents
• Fulfill service requests and automate them through scripting
• Engage with vendors on incidents within the area of responsibility
• Update the knowledge base and support Wiki/Confluence articles
• Conduct troubleshooting, audits, and system health checks
• Assist in crafting user guides/job aides and facilitate training for other team members
• Assist in executing updates of contact flows, Lex, and other CCaaS dependencies
• Receive direction from Senior Engineers on urgent bug fixes or critical updates
• Help gather metrics for reporting