Telecom Systems Engineer

<p><p><b>Qualifications :</b><br/><br/>- Bachelors degree in computer science, Information Technology, Telecommunications, or equivalent experience.<br/></p><p><br/></p><p>- 5+ years in contact centre or telecommunications engineering, including 3+ years hands-on with Amazon Connect in production.<br/></p><p><br/></p><p>- Proven experience operating complex, high-volume, multi-site or virtual contact centres.<br/></p><p><br/></p><p>- Strong knowledge of SIP, PSTN, WebRTC softphone behaviour, QoS, and network fundamentals (LAN/WAN, VPN/SD-WAN, routing, DNS).<br/></p><p><br/></p><p>- Practical expertise with AWS services commonly used alongside Connect: Lambda, Lex, Kinesis (Data Streams/Firehose), S3, CloudWatch, CloudTrail, EventBridge, DynamoDB, IAM, KMS, Experience creating IVR/contact flows and bot conversations aligned to business logic and measurable outcomes.<br/></p><p><br/></p><p>- Familiarity with Salesforce (or similar CRM) CTI integrations and data exchange patterns.<br/></p><p><br/></p><p>- Demonstrated security-first mindset (IAM, encryption, data retention, PII/PCI redaction) and compliance awareness (PCI DSS, SOC 2, HIPAA where relevant).<br/></p><p><br/></p><p>- Proficient in project management and documentation across small and large programmes.<br/></p><p><br/></p><p>- Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders.<br/><br/><b>Preferred Experience and Qualifications :</b><br/><br/>- AWS Certifications (e.g., Solutions Architect Associate/Professional, Developer Associate, Security Specialty).<br/></p><p><br/></p><p>- Experience with Amazon Q in Connect (agent assist/summarisation), Tasks, Cases, Customer Profiles, and digital channels (chat; SMS via Pinpoint/partners; WhatsApp via partners).<br/></p><p><br/></p><p>- Data engineering/reporting experience (Athena/Redshift/Snowflake; QuickSight/Power BI).<br/></p><p><br/></p><p>- Experience migrating from legacy PBXs/ACDs (e.g., Avaya, Genesys, Cisco) to Amazon Connect.<br/></p><p><br/></p><p>- Exposure to WFM/WFO suites (Amazon Connect WFM, Verint, Calabrio) and call recording compliance tooling.</p><br/></p> (ref:hirist.tech)