Telecom Operations Engineer, Amazon Connect, Amazon Connect

Job description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations.

We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges.

We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions.

Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.



Want to disrupt an industry by delighting customers?

Looking for a job where your work can have direct and massive impact?

Excited to join one of the newest and most exciting AWS services?

Come be a leader on a team that is building a product that will touch millions of people daily.

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences.

Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service.

With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes.

Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience.

With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

Industry analysts have said, “Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers.” and “Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer-centric solutions with open platform integration with assistance from the partner community.”

We are seeking Systems Engineers who are experts in SIP/VoIP to join our Hyderabad team to help us support and expand the Amazon Connect telecom infrastructure.

Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP based Call Center Platform.

Our technology is compelling, as it solves a common problem in a novel way — and it is unique in the industry.

We are looking for engineers to help us expand our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through tooling and processes to improve customer productivity.

Be part of the team that handles large amount of phone calls, among the largest in contact center platforms globally.



The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow.

You will be playing a crucial role in developing the next generation telecom infrastructure, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

The ideal candidate will have deep experience working with, preferably in a large scale, distributed environment.

You understand technology and how servers and networks inter-relate.

You regularly take part in deep-dive troubleshooting and conduct technical post-mortem discussions to identify the root cause of complex issues.




About the team
Diverse Experiences
Amazon values diverse experiences.

Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.



Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform.

We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony.

Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture.

When we feel supported in the workplace and at home, there’s nothing we can’t achieve.


Inclusive Team Culture
AWS values curiosity and connection.

Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique.

Our inclusion events foster stronger, more collaborative teams.

Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer.

That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

• 2+ years of network and operating system support experience
• Bachelor's degree in computer science or equivalent, or 2+ years of technical support experience
• 2+ years of Telephony related experience, ie SIP, RTP, Voip, Open source voice services

PREFERRED QUALIFICATIONS

• Experience troubleshooting telephony systems
• Experience with open-source VoIP systems like Asterisk, Free-Switch, SIPp, SER
• Operational experience in a 24/7 production environment
• Experience working as part of a global team

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Required Skill Profession

Computer Occupations