Sr. Sys Engineer

Berkley•Wilmington, DE

About The Position

The Senior Systems Engineer – Contact Center & Voice serves as the lead engineer and platform owner for enterprise Amazon Connect and Microsoft Teams Phone voice services. The role designs, develops, and supports contact center capabilities for W. R. Berkley operating units, partnering with business stakeholders to deliver secure and reliable solutions. The engineer leads Amazon Connect implementation and operations, including contact flows, routing, integrations, analytics, and onboarding or migrations for operating units. The role also designs and supports Microsoft Teams Phone and PSTN connectivity, coordinates with carriers and technology partners, and ensures interoperability among contact center platforms, Teams Phone, carrier networks, and business applications. The position supports services in a highly available 24x7 environment, provides second- and third-level support, and applies security, change control, automation, documentation, and infrastructure-as-code practices. It leads technical engagements, establishes standards and design patterns, mentors other technical staff, and translates business requirements into technical designs. The company expects team members to incorporate AI tools into daily work as an extension of their expertise.

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 of experience 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.
PowerShell scripting and automation experience.
Proven 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.
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.
Strong automation and scripting skills to streamline processes, improve efficiency, and reduce human error.
Business acumen to align technical expertise with business objectives.
Cloud computing skills and familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
Innovation mindset and ability to improve technology and business processes.
Ability to design scalable systems that support organizational growth and evolving needs.
Strong troubleshooting skills.
Broad and creative thinking with a development-oriented approach.
Demonstrated comfort using AI-assisted tools professionally and approaching AI as a standard part of modern workflow.
Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related discipline, or equivalent experience and/or alternative qualifications.

Nice To Haves

Working knowledge of AWS services supporting contact centers, including Lambda, IAM, S3, DynamoDB, Kinesis, and CloudWatch.
Infrastructure-as-code experience with CloudFormation, CDK, or Terraform.
Relevant certifications, highly preferred: AWS Certified Developer – Associate, AWS Certified Solutions Architect – Associate, or Microsoft 365 Certified: Teams Administrator Associate.

Responsibilities

Serve as the primary engineer and platform owner for the enterprise Amazon Connect environment, designing and maintaining contact flows, queues, routing profiles, prompts, security profiles, and agent and supervisor configurations.
Develop and maintain AWS Lambda functions, Amazon Lex bots, and API integrations for self-service, data lookups, directory lookup, 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 onboarding of operating-unit contact centers onto Amazon Connect and Teams Phone, including requirements sessions, call-flow design, build, testing, production cutover, and hypercare.
Lead migrations from legacy telephony and contact center platforms 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, letters of authorization, carrier coordination, and port scheduling.
Liaise with carriers on voice service issues and coordinate resolution.
Architect and support call transfer and interoperability between Amazon Connect, Teams Phone, and carrier networks, recommending appropriate platforms for operating-unit needs.
Deliver contact center reporting and analytics, including real-time and historical metrics, dashboards, wallboards, abandoned-call and contact-detail reporting, CTR data, and Contact Lens summaries and sentiment analysis.
Improve agent experience through call transfer processes and agent desktop configuration, and expand capabilities such as Amazon Connect Chat, Tasks, and AI-driven features.
Ensure contact center and voice services operate efficiently, reliably, and securely in a highly available 24x7 environment; monitor services and provide second- and third-level support.
Integrate Amazon Connect, Teams Phone, carrier, and business application components while following change control and using version control and infrastructure-as-code where applicable.
Monitor and manage ServiceNow queues for incidents, problems, changes, and service requests; troubleshoot contact center, call routing, call quality, and integration issues; track project work in Jira.
Create and maintain architecture diagrams, 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, encryption, call recording access and retention, and regulatory compliance.
Serve as the primary technical liaison to AWS, Microsoft, carriers, and implementation partners; manage 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 standards and design patterns for contact center development and enterprise telephony, and mentor Systems Administrators and engineers on 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.