(Infra) Senior Systems Engineer - Contact Center Technology

About the role

In this role as Senior System Engineer (Contact Center Developer), you will lead the design, development and maintenance of advanced Contact Center solutions and Telephony Platform (Infrastructure) for a global contact center with approximately 2000 concurrent agents distributed across multiple locations of in-house agents and BPO agents (via VDI) around the world, leveraging your extensive software development expertise. This role involves not only technical proficiency but also leadership and mentoring responsibilities, guiding engineers on a virtual team with members located around the world. In this Role, You'll Get to: Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization's goals and customer experience objectives. Build and maintain custom applications, integrations and automations. Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing. Ensure solutions follow security best practices and comply with data privacy regulations. Optimize system and application performance and proactive monitor for issues. Collaborate with developers, network engineers, system administrators, operations, vendors, and business users to deliver integrated solutions. Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices. What you'll Need to Succeed: Minimum 5 years hands on experience with Amazon Connect Contact center solution Telephony & Routing: Contact Flows: Build customized menus, routing logic, hours of operations, phone number management, overflow and retargeting, for different channels. Agent Workspace: Contact Control Panel (CCP) and Agent Workspace configure and maintain. AI & Automation include Lex and Q. Analytics & Quality Management: Build and maintain Contact Lens / Real-time & Historical Dashboards / customer Profiles configuration / Wisdom configuration / Voice and screen recordings. Integration expertise and troubleshooting skills on API integration like AWS Lambda and Amazon Event Bridge, CCP. Familiarity with telephony systems, workforce management, and system integration including expertise in APIs and SDKs from various suppliers. Excellent problem solving and troubleshooting skills. Good communication and collaboration in English skills. Good leadership and mentoring skill. High attention to detail and quality. It's great if you have: Background in developing AI, software development and automation solutions for contact center. **This role is Based in Chicago, US** There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, roles are eligible to be considered for an annual bonus. The range for Chicago-metro area is $84,000-114,000. E-Verify Program Participant We are an E-Verify employer - meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S. For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish) Please review our Hiring Process Guidelines before your interview - click here to learn how interviewing at Agod