DWM Telecom Engineer I - Senior Cloud Communication (AIM)
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.
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.
- 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.
- Establish 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.
- Coordinate 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
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Senior
