(Infra) Senior Systems Engineer - Contact Center Technology
Core
Design, develop, and maintain advanced Contact Center solutions and Telephony Platform infrastructure for a global contact center supporting ~2000 concurrent agents.
Role type
Senior Systems Engineer (Contact Center Technology)
Builds
Custom applications, integrations, automations, and telephony routing logic for in-house and BPO agents.
Domain
Travel technology / Contact Center Operations
Deliverable
production ML models | product features | infrastructure
Required skills
Amazon Connect, Telephony & Routing, Contact Flows, Agent Workspace (CCP), AI & Automation (Lex, Q), Analytics & Quality Management (Contact Lens, Dashboards), API Integration (AWS Lambda, EventBridge), System Integration, Troubleshooting
Preferred skills
AI/Software development background for contact center, Workforce management expertise
Technologies
Amazon Connect, AWS Lambda, Amazon EventBridge, Lex, Q, Contact Lens, VDI
Responsibilities
Lead design of complex Contact Center solutions; Build and maintain custom applications and integrations; Mentor engineers and provide technical guidance; Ensure security compliance and data privacy; Optimize system performance and monitor issues; Collaborate with developers, network engineers, and business users.
Seniority
Senior, hands-on IC with leadership and mentoring responsibilities
