Sr. Sys Engineer

Berkley•Wilmington, DE

About The Position

The Senior Systems Engineer – Contact Center & Voice serves as lead engineer and platform owner for enterprise Amazon Connect and Microsoft Teams Phone services. The role designs, develops, integrates, and supports secure, reliable contact center and voice capabilities for W. R. Berkley operating units, partnering with stakeholders to translate business needs into technical solutions. It leads onboarding and migrations, manages platform and carrier integrations, develops reporting and automation, and provides advanced operational support in a highly available 24x7 environment. The engineer also establishes standards and design patterns, mentors administrators and engineers, and serves as a technical liaison to AWS, Microsoft, carriers, and implementation partners. The position expects team members to incorporate AI tools into their daily work as an extension of their expertise. The role is based in one of the listed locations: Wilmington, Delaware; Urbandale, Iowa; Manassas, Virginia; or Scottsdale, Arizona. Sponsorship is not offered.

Requirements

Typical experience is 7 years.
At least 3 years of hands-on Amazon Connect development and administration in a production environment supporting multiple business units, including contact flows, routing, Lambda integrations, and Amazon Lex.
At least 5 years designing and administering Microsoft Teams Phone, including Direct Routing and/or Operator Connect, call queues, auto attendants, voice routing, dial plans, and calling policies.
Solid knowledge of SIP, RTP, codecs, Session Border Controllers, call-quality troubleshooting, and E911 requirements.
Hands-on number-porting experience, including LOA preparation, carrier coordination, and port troubleshooting.
Experience with Amazon Connect reporting and analytics, including real-time and historical metrics, contact trace records, Contact Lens, and dashboards or wallboards.
Experience integrating Amazon Connect with ServiceNow, CRM or agent desktop solutions, workforce management, and chat.
Working knowledge of AWS services used for contact centers, including Lambda, IAM, S3, DynamoDB, Kinesis, and CloudWatch.
PowerShell scripting and automation experience.
Ability to lead requirements sessions with non-technical business leaders and translate requirements into call flows and technical designs.
Experience managing vendor, partner, and carrier relationships, such as with AWS, Microsoft, implementation partners, and telecom carriers.
IT service management experience with ServiceNow; project tracking with Jira; and documentation in Confluence.
Ability and willingness to learn quickly, accept challenges and changes, and work independently with minimal direction.
Detail-oriented and self-managing, with the ability to assess how environment changes affect customers and other systems.
Strong customer-service skills and a focus on collaborative, value-added services.
Experience working with Agile methodology to support flexibility, collaboration, and continuous improvement.
Strong automation and scripting skills to streamline processes, improve efficiency, and reduce potential human error.
Business acumen to align technical expertise with broader business objectives.
Cloud computing skills and familiarity with platforms such as AWS, Azure, or Google Cloud.
Innovation mindset to drive technological advancement and improve business processes.
Ability to design scalable systems that support organizational growth and evolving needs.
Strong troubleshooting skills to resolve issues effectively and maintain smooth IT operations.
Broad and creative thinking with a development-oriented approach.
Demonstrated comfort using AI-assisted tools professionally and treating AI as a standard part of modern workflow.
Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related discipline; equivalent experience and/or alternative qualifications will be considered.

Nice To Haves

Infrastructure-as-code experience with CloudFormation, CDK, or Terraform.
Relevant certifications are highly preferred, such as AWS Certified Developer – Associate, AWS Certified Solutions Architect – Associate, and Microsoft 365 Certified: Teams Administrator Associate.

Responsibilities

Own and engineer the enterprise Amazon Connect environment, including contact flows, flow modules, queues, routing profiles, hours of operation, prompts, quick connects, security profiles, and agent and supervisor configuration.
Develop and maintain AWS Lambda functions, Amazon Lex bots, and API integrations for self-service, data and directory lookups, and intelligent routing.
Design and support integrations between Amazon Connect and ServiceNow Voice, CRM and agent desktop solutions, workforce management, identity services, and chat.
Lead contact center onboarding to Amazon Connect and Teams Phone, including requirements sessions, phone-tree discussions, call-flow design, building, testing, production cutover, and hypercare.
Lead migrations from legacy telephony and contact center platforms, including Cisco and Webex, to Amazon Connect and Teams Phone.
Design, configure, and support Microsoft Teams Phone, including call queues, auto attendants, resource accounts, voice routing, dial plans, calling policies, and emergency calling compliance.
Manage PSTN connectivity through Direct Routing, Operator Connect, and SIP trunking, including number porting, LOA preparation and validation, carrier coordination, and port scheduling.
Liaise with carriers on voice service issues and coordinate resolution.
Architect and support call transfer and interoperability among Amazon Connect, Teams Phone, and carrier networks, and recommend platforms for operating-unit calling needs.
Deliver contact center reporting and analytics, including real-time and historical metrics, dashboards and wallboards, abandoned-call and contact-detail reporting, CTR data, and Contact Lens AI call summaries and sentiment analysis.
Improve agent experience through call-transfer optimization and agent desktop configuration, and expand capabilities such as Amazon Connect Chat, Tasks, Amazon Q in Connect, and conversational IVR.
Keep contact center and voice services efficient, reliable, secure, and highly available; monitor them using CloudWatch, Teams Admin Center, CQD, and SIP traces, and provide second- and third-level support.
Integrate Amazon Connect, Teams Phone, carrier, and business application components while following change-control processes and using version control and infrastructure as code where applicable.
Monitor and manage ServiceNow ticket queues for incidents, problems, changes, and service requests; troubleshoot platform, routing, call quality, and integration issues; track project work in Jira.
Create and maintain architecture and call-flow diagrams, runbooks, standards, and process documentation in Confluence.
Automate provisioning, number management, and reporting using PowerShell, Python, and Power Automate.
Integrate security into contact center and voice design and operations, including least-privilege IAM access, encryption, call-recording access and retention, and regulatory compliance.
Serve as the primary technical liaison to AWS, Microsoft, carriers, and implementation partners, managing support cases and partner deliverables through resolution.
Act as lead engineer on contact center and voice engagements, collaborate with project management and operating-unit stakeholders, lead status syncs, and contribute to executive status reporting.
Define contact center development and enterprise telephony standards and design patterns, and mentor Systems Administrators and engineers on BTS standards and quality expectations.
Develop business knowledge of contact center operations and metrics; gather and document business requirements and communicate technical topics to non-technical stakeholders.