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About the Role

Seeking an Infrastructure Engineer to support and expand Amazon Connect telecom infrastructure, extend infrastructure to new global regions, and innovate telecom network operations to enhance customer experience. This role involves managing a significant volume of phone calls in contact center platforms globally for Chase Travel.

Responsibilities

Applies technical knowledge and problem-solving methodologies to projects of moderate scope, focusing on improving data and systems at scale and ensuring end-to-end monitoring of applications.
Independently designs, configures, and implements new projects on the Amazon Connect platform.
Considers upstream/downstream data and systems or technical implications.
Accountable for making significant decisions for projects involving multiple technologies and applications.
Contributes to a team culture of diversity, opportunity, inclusion, and respect.
Identifies and proposes innovative solutions to operational challenges.
Prioritizes and handles tasks from internal and external customers.
Documents and troubleshoots issues requiring immediate attention and remediation.
Provides root-cause analysis on service outages.
Supports day-to-day operations of telecom platforms by analyzing operational problems.
Participates in after-hours releases and on-call rotation schedules.
Represents the Telecom Team to troubleshoot and coordinate with different functional teams in handling incidents and outages.

Requirements

Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience.
Minimum of 2 years of experience in Telecom and IVR Engineering and Administration.
Experience working in and supporting a contact center environment.
Hands-on experience with Amazon Connect, including development, deployment, and support of CCP, Contact Flows, Lambda and other scripting, S3 Storage Solutions, DynamoDB, CloudWatch, Queues and Routing Profiles, Agent and Agent Hierarchy Administration.
Proficiency in Infrastructure as Code (IaC) tools.
Experience with CI/CD pipelines and DevOps practices.
Proven expertise in programming languages such as JavaScript, Node.js, and Python, particularly in relation to AWS Services.
Experience with the chat channel in Amazon Connect is a plus.
Demonstrated ability to efficiently resolve complex issues and provide consultative explanations and advice to clients.
Familiarity with file formats, including JSON and others.
Experience in following ITIL processes and using Service Desk Ticket management applications.

Skills

Amazon Connect
CCP
Contact Flows
Lambda
S3 Storage Solutions
DynamoDB
CloudWatch
Queues and Routing Profiles
Agent and Agent Hierarchy Administration
Infrastructure as Code (IaC)
CI/CD pipelines
DevOps practices
JavaScript
Node.js
Python
AWS Services
JSON

Location

Global

Work Type

Full-time

Experience Level

III
Minimum of 2 years of experience in Telecom and IVR Engineering and Administration

Education Level

Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience.

Benefits

Comprehensive health care coverage
On-site health and wellness centers
Retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching

About the Company

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products.
Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do.
We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing.
We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Equal Opportunity

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success.
We are an equal opportunity employer and place a high value on diversity and inclusion at our company.
We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans