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The Computer Merchant, LTD (TCM) · 1 month ago

Contact Center Engineer

United States

Full-time

Remote

Mid Level

$42/hr - $45/hr

3+ years exp

The Computer Merchant, LTD (TCM) is seeking a Contact Center Engineer with expertise in Amazon Connect. The role involves building and optimizing contact center infrastructure, troubleshooting network issues, and enhancing agent and customer experiences.

Consumer ElectronicsHuman ResourcesInformation TechnologyStaffing Agency

No H1B

Security Clearance Required

Responsibilities

Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues

Technical expertise in GenAI and Python

Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads – particularly in IAM, Connect, Lambda, Bedrock, and S3 services

Build contact center infrastructure – be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud-native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency

Optimize agent and customer experience – continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities

Develop internal proficiency – using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery

Qualification

Amazon ConnectWebRTC troubleshootingGenAIPythonCloud provisioningSelf-managementCommunication skills

Required

Bachelor's degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree

2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended

Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss)

Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code)

Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals

Must be able to obtain Public Trust clearance

Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues

Technical expertise in GenAI and Python

Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads – particularly in IAM, Connect, Lambda, Bedrock, and S3 services

Benefits

Medical, dental and vision benefits

Dependent care flexible spending account

401(k) plan

Voluntary life/short term disability/whole life/term life/accident and critical illness coverage

Employee assistance program

Sick leave in accordance with regulation

Company

The Computer Merchant, LTD (TCM)

The Computer Merchant, LTD®, (TCM) is a Veteran-Owned, nationally recognized Information Technology & Software Engineering staffing and services firm.

Founded in 1980

Norwell, Massachusetts, USA

501-1000 employees