Job Description
Contact Center Engineer, AWS Connect - (231704299)
Description
Job Title: Contact Center Engineer, Amazon Connect / AWS Engineer
Location: Houston, TX or Mississauga, ON
Who We Are:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.
Job Summary:
This position is responsible for ensuring that all call center systems are supported and maintained to support the business optimally. This role is aimed at supporting the new Amazon Connect platform and the IVR solution deployed to manage customer interactions and payments processing. The successful candidate will collaborate with the rest of the telephony and IT teams and ensure business requests issued by Just Energy end users are completed within agreed SLA terms. This role involves supporting day to day maintenance, administration and system management for all telephony systems including Amazon Connect
Responsibilities:
- Amazon Connect administration and support.
- Configuration of omnichannel contact center, teams, services, and skills.
- Review, analyze, modify and create call flows, queues, skills, routing profiles, and prompts, on an iterative basis.
- Coordinate with telephony manager and system architects on call flow parameters, design and testing requirements.
- Review, analyze, and resolve call routing issues. Provide root cause analysis and resolution through analysis of CloudWatch logs
- Follow Devops, change management and problem resolution processes
- Prioritize and resolve outstanding service impacting issues and provide communication on progress/resolution.
- Other duties as assigned.
Requirements:
- Working experience with AWS services such as Amazon Connect, Lambda, S3, Athena, Kinesis (etc.).
- Strong verbal and written communication skills, excellent organizational and prioritization skills
- Analytical and problem-solving skills are required to clarify, analyze and investigate organizational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions
- Ability to analyze problems and provide viable working solutions
- Must be able to work independently and in a group/team setting
- Effective at managing multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure
- Demonstrated experience operating and troubleshooting in both AWS and Microsoft environments and\or respective telephony technologies.
- Must be flexible to work remotely and at corporate office locations.
- Must be available to support rotating on call
Years of Experience:
- Minimum 2+ years of proven hands-on experience in supporting call center environments
- 1+ years of configuration experience working with Amazon Connect environments.
- 2+ years of customer-facing experience
Education:
- Bachelors' degree in the field of Telecommunication Technology, Computer Science or equivalent.
- AWS Certified Developer Associate or higher certification preferred.
Technology Requirements:
- Proficient knowledge of AWS services such as Amazon Connect, Lambda, S3, Athena, Kinesis (etc.)
- Working knowledge of Microsoft Teams, Salesforce, Visual Studio, Devops
- Experience writing, developing and troubleshooting code with ability to learn new languages as needed (e.g., python, java, c#, .NET, Node.js)
- Familiarity and working experience with source control (Git and Azure Devops) and Visual Studio
Read the full posting.
Just Energy
5251 Westheimer Rd
Houston
Texas United States
www.justenergy.com
