Telecom Operations Engineer, Amazon Connect, Amazon Connect

As part of the AWS Applied AI Solutions organization, our vision is to provide business applications leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' success through delivery of intuitive and differentiated technology solutions which solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect Customer is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect Customer has become an AI leader, transforming how organizations of all types interact with their customers.

The Amazon Connect Customer Telecom Engineering team is responsible for provisioning and maintaining connectivity to global telecom carriers, managing the backend telecom infrastructure, and troubleshooting customer issues related to telephony. The SBC (Session Border Controller) service is owned by the team and is used to route calls between Amazon Connect Customer and telecom carriers.

We are seeking Systems Engineers who are experts in SIP/VoIP to join our team to help us support and expand the Amazon Connect Customer's telecom infrastructure. Amazon Connect Customer 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.

About the team

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- Bachelor's degree in Systems Engineering, Computer Science, or related field or relevant work experience

- Experience in site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administration

- Experience working with Linux

- Experience in systems engineering

- Experience in any of the following: Python, Java, Perl, PHP, Ruby, Bash, Shell or equivalent

- 4+ years of solving problems with technology in the Telecommunications industry experience

- Experience designing and developing scripts to automate operational burdens and reviewing scripting changes to ensure they meet the standards for maintainability, scalability and security

- Experience working in 24/7 production environment

- Experience with service-oriented architecture and web services

- Experience solving problems with technology in the Telecommunications industry

- Experience with open-source VoIP systems like Asterisk, Free-Switch, SIPp, SER

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