Contact Center Engineer at The Computer Merchant, LTD.

JOB TITLE: Contact Center Engineer JOB LOCATION: Remote WAGE RANGE*: $42-45/hr w2 JOB NUMBER: SAIJP00038445 REQUIRED EXPERIENCE: • Bachelor's degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree. • 2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended. • Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss). • Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code) • Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals. • Must be able to obtain Public Trust clearance. JOB DESCRIPTION • Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues • Technical expertise in GenAI and Python • Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads – particularly in IAM, Connect, Lambda, Bedrock, and S3 services. What Your Day Will Look Like • Build contact center infrastructure – be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud- native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency. • Optimize agent and customer experience – continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities. • Develop internal proficiency – using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities * While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.