System Engineer (Communications)

Avista•Spokane, WA

6d•$42 - $89•Hybrid

About The Position

As a member of the DevOps team, this role contributes to the reliability, operation, and continuous improvement of customer and Enterprise Communications technologies by participating in on-call and operational support activities and by executing prioritized backlog work to implement, enhance, and sustain key platforms. This role has a particular focus in Amazon Connect and cloud-based, code-driven, IVR solutions that support critical business workflows. Responsible for planning, analysis, design, implementation, training and support of infrastructure technology systems. Direct responsibility for researching and engineering technical solutions, project estimates and operating budgets. Maintains Customer and vendor relationships. Maintains a technology leadership role, credentials and expertise. Recommends technology cycles and executes end-of-life technology refresh programs. Executes assignments under minimal direction. Frequently manages or is a resource on five or more concurrent projects. Responsible for availability of infrastructure technology systems and quality of operating units. Expected to meet deadlines and budgets. Mentors and provides direction to operational staff. Errors and omissions generally create significant business impact.

Requirements

BA/BS in Information Systems, Computer Science, MIS, Mathematics, Engineering or related field
Background and previous experience in administering and designing Amazon Connect services
AWS and/or Microsoft certifications relevant to cloud communications engineering are preferred. Amazon Connect-specific training or badges, Microsoft Teams voice certification, and SBC-related certifications are highly desirable

Nice To Haves

Experience administering and supporting Microsoft Teams voice solutions, including call queues, auto attendants, and SBC integration such as AudioCodes
Experience using Git-based platforms and infrastructure-as-code deployment pipelines, including Azure DevOps, to manage, promote, and deploy Amazon Connect code and configuration changes

Responsibilities

Serve as the primary technical resource for Amazon Connect, including design, configuration, implementation, enhancement, and ongoing support of contact center capabilities such as routing, queues, contact flows, prompts, and IVR experiences.
Support the reliability and operational health of communications platforms by participating in on-call rotations, troubleshooting incidents, resolving production issues, and restoring service in a timely manner.
Engineer, maintain, and optimize cloud-based contact center and voice solutions using Amazon Connect and related AWS services, while ensuring solutions are secure, scalable, resilient, and aligned with business needs.
Provide engineering and support for Microsoft Teams voice and VoIP-related solutions, helping to integrate enterprise communications services across contact center and collaboration platforms.
Develop, maintain, and support code-based infrastructure and deployment processes, including infrastructure as code, source control, automated build and release pipelines, and configuration management practices.
Execute prioritized backlog work to deliver new features, platform enhancements, technical debt reduction, lifecycle maintenance, and continuous improvement initiatives for communications technologies.
Partner with infrastructure, networking, security, application, and business teams to gather requirements, design solutions, coordinate implementations, and support successful production outcomes.
Create and maintain technical documentation, standards, operational procedures, and support runbooks; provide knowledge transfer, mentoring, and guidance to peers and operational staff as needed.
Monitor platform performance, analyze trends, and recommend improvements to availability, customer experience, supportability, and operational efficiency across enterprise communications systems.
Available to be on call 24x7 through a rotation.