DWM Telecom Engineer I - Senior Cloud Communication (AIM)

City of Atlanta • Atlanta, GA

2d • $63,401 - $84,650

About The Position

The Telecom Engineer I – Senior Cloud Communication Engineer is responsible for designing, implementing, supporting, and continuously improving the organization’s cloud-based contact center and telecommunications environment. The position will primarily support Amazon Connect and its integration with customer-service applications, payment systems, workforce-management platforms, reporting tools, and enterprise telephony. This role ensures system functionality for constituents and visitors to reliably reach the organization, navigate the IVR, receive emergency or outage information, make payments, and connect with the appropriate service representatives. The engineer will also provide technical leadership for call routing, voice quality, resiliency, security, vendor coordination, and telecommunications modernization.

Requirements

• Bachelor’s Degree in Computer Science or Electrical Engineering (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of nine (9) years of telecom experience)
• Five (5) years of telecom experience, including project management or leadership experience.
• Knowledge of concepts, processes and tools of the telecommunications industry.
• Knowledge of telecommunications systems operations among related organizations and functions.
• Well-developed technical skills within profession.
• Skills in organizing and presenting proposals or information.
• Ability to plan and carry out virtually any typical assignment within professional area.
• Ability to train others.
• Ability to build effective relationships within the organization.

Nice To Haves

• Master’s Degree in Computer Science or Electrical Engineering
• Five (5) – eight (8) years of telecom experience supporting contact center platforms.

Responsibilities

• Administer and support Amazon Connect, including contact flows, queues, routing profiles, prompts, hours of operation, callbacks, and emergency messaging.
• Design customer-friendly IVR experiences that reduce call transfers, wait times, and abandoned calls.
• Integrate Amazon Connect with CRM, billing, payment, outage, workforce-management, and customer-notification systems.
• Configure AWS services supporting the contact center, such as Lambda, Lex, S3, CloudWatch, DynamoDB, IAM, Kinesis, and API Gateway.
• Support enterprise telecom services, including, Cisco Call Manager, SIP trunks, telephone numbers, carriers, session border controllers, call recording, and number-porting activities.
• Monitor call quality, latency, dropped calls, routing failures, capacity, and platform availability.
• Access and develop dashboards and reports for call volume, wait time, abandonment, first-call resolution, containment, and agent performance.
• Troubleshoot complex voice, network, application-integration, and carrier-related incidents.
• Participate in establishing redundancy, disaster-recovery, failover, and business-continuity procedures for customer-facing telephone services.
• Implement security controls for recordings, customer information, payment transactions, access permissions, encryption, retention, and audit logging.
• Maintain technical documentation, call-flow diagrams, configuration standards, operational procedures, and recovery plans.
• Assist with coordinating telecommunications vendors, AWS partners, carriers, customer-service leadership, cybersecurity, network teams, and application owners.
• Manage releases and test IVR changes before production deployment.
• Identify automation and conversational-AI opportunities while ensuring customers can reach a live representative when necessary.
• Participate in an on-call rotation for critical contact-center or telecommunications outages.

Benefits

• The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior