Infrastructure Engineer III - Amazon Connect

We are seeking a passionate and talented Infrastructure Engineer to join our team in supporting and expanding our Amazon Connect telecom infrastructure. We are looking for an engineer who can help us extend our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through advanced tooling and processes to enhance customer experience. Join our team and be part of managing one of the largest volumes of phone calls in contact center platforms globally for Chase Travel.

As an Infrastructure Engineer III at JPMorganChase within Chase Travel, you utilize strong knowledge of software, applications, and technical processes within the infrastructure engineering discipline. Apply your technical knowledge and problem-solving methodologies across multiple applications of moderate scope.

Job Responsibilities

• Applies technical knowledge and problem-solving methodologies to projects of moderate scope, with a focus on improving the data and systems running at scale and ensures end to end monitoring of applications.
• Ability to independently design, configure, and implement new projects on the Amazon Connect platform.
• Considers upstream/downstream data and systems or technical implications.
• Be accountable for making significant decisions for a project consisting of multiple technologies and applications.
• Adds to team culture of diversity, opportunity, inclusion, and respect.
• Identify and propose innovative solutions to operational challenges.
• Prioritize and handle tasks from internal and external customers.
• Document and troubleshooting issues that require immediate attention and remediation.
• Provide root-cause analysis on service outages.
• Support day-to-day operations of the telecom platforms by analyzing problems affecting operations.
• Participate in after-hours releases and on-call rotation schedules.
• Represent the Telecom Team to troubleshoot and coordinate with different functional teams in handling incidents and outages.

Required qualifications, skills, and capabilities

• Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience.
• Minimum of 2 years of experience in Telecom and IVR Engineering and Administration.
• Experience working in and supporting a contact center environment.
• Hands-on experience with Amazon Connect, including development, deployment, and support of:
• CCP
• Contact Flows
• Lambda and other scripting
• S3 Storage Solutions
• DynamoDB
• CloudWatch
• Queues and Routing Profiles
• Agent and Agent Hierarchy Administration

• Proficiency in Infrastructure as Code (IaC) tools.
• Experience with CI/CD pipelines and DevOps practices.
• Proven expertise in programming languages such as JavaScript, Node.js, and Python, particularly in relation to AWS Services.
• Experience with the chat channel in Amazon Connect is a plus.
• Demonstrated ability to efficiently resolve complex issues and provide consultative explanations and advice to clients.
• Familiarity with file formats, including JSON and others.
• Experience in following ITIL processes and using Service Desk Ticket management applications.