Responsibilities/Assignment Deliverables:
- Provide senior level expertise in AWS cloud platform.
- Provide design, build and support for cloud environments to create solutions for Contact center domain.
- Lead the design, development and implementation of an Amazon Connect cloud-based contact center solution. Services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording, Metrics, Contact Lens, CTR Data analysis
- Monitor and assess the performance of applications in a cloud environment to ensure solutions are available
- Participate to create, test and implement safeguards to maintain data integrity and protect against unauthorized access
- Regularly review production logs, providing analysis & suggestions to implement measures in a proactive manner
- Hands-on experience with microservices and distributed application architecture, such as containers, Kubernetes, and/or serverless technology
- Provide detailed documentation for system design, integration, configuration, development and implementation of related activities
- Develop and maintain system design models, technical documentation and specifications
- Produce integration plans, inputs into configuration and development project.
SkillsExperience and Skill Set Requirements
Technical Skills 55 points
- 10+ years of experience in software development and delivery track record in a range of technical roles
- Ideally 5 yrs of experience in AWS cloud using AWS Services and tools, including Lambda, AWS Connect, API Gateway, Amazon Lex, AWS CLI, Kinesis, S3,KMS,Glue, DynamoDB, RDS, Amplify, and other core AWS services.
- Creation, management, and maintenance of AWS & related cloud-based production system.
- Deployment and automation of packages for cloud-based system
- Extensive experience in design, development and implementation of an Amazon Connect cloud-based contact center solution. Services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording, Metrics, Contact Lens, CTR Data analysis
- Knowledge of the following Amazon Web Services (AWS) technologies Amazon Pinpoint, Amazon DynamoDB, Amazon Kinesis Data Streams and Amazon Polly
- Proficiency in AWS CLI and AWS SDK, including writing Infrastructure as code using AWS CloudFormation and IAM Roles with AWS security best practices.
- Familiarity with monitoring solutions such as CloudWatch, CloudTrail, etc.
- Experience with CI/CD pipelines for deploying applications on AWS.
- Proven implementation of cloud security models, particularly identity, network, and encryption
- Knowledge of Gitlab or other DevOps tools and CI/CD integration
- Ensuring availability, performance, security, and scalability of AWS & related production systems.
- Excellent knowledge in managing AWS resources and configuring Amazon VPC, AWS Firewall, Amazon Elastic Load Balancing, auto-scaling, AWS IAM, Amazon EC2, Amazon S3, Amazon API Gateway, AWS Lambda, Amazon Aurora DB, Amazon Redshift, Active MQ, AWS CloudTrail, AWS CloudWatch, and other services in the AWS family.
- Provision of critical system security by leveraging best practices and prolific cloud security solutions.
Core Skills and Experience - 25 points
10+ years of experience with:
- Developing and maintaining system design models, technical documentation and specifications
- Experience setting up environments and mechanism using tools such as JIRA, Confluence, Maven and Jenkins or similar tools
- Knowledge of IVR and Workflow.
- Experience in scripting languages like Python, Bash, PHP, Java, JavaScript, Node, etc.
- Experience in build tools like Git, Ansible, Chef, Puppet etc. for continuous integration
- Knowledge of container-based virtualization technology like Docker
- Integration experience in building and using APIs
- Experience applying industry web, architectural and security standards and best practices
- Providing recommendations for architecture and process improvements.
- Definition and deployment of systems for metrics, logging, and monitoring on AWS and related platform.
- Designing, maintenance and management of tools for automation of different operational processes.
- Evaluation of new technology alternatives and vendor products.
Contact Center Domain Experience/Public Sector Experience - 10 points
- 5+ years of experience working with implementing Contact center solutions
- Knowledge of Public Sector Enterprise Architecture artifacts (or similar), processes and practices, and ability to produce technical documentation that comply with industry standard practices
- Knowledge and experience with Contact center implementation in Public sector setting
- Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Public Sector Enterprise Architecture and Public Sector Gating process, and Public Sector Standard Systems Development Methodologies
- Experience with large complex IT projects.
General Skills 10 points
- Proven technical leadership skills with ability to identify areas for improvement, and recommend solutions
- Exceptional analytical, problem solving and decision-making skills
- Demonstrated strong interpersonal, verbal and written communication, and presentation skills
- Proven troubleshooting and critical thinking experience
- Demonstrated ability to apply strong listening skills to facilitate issue resolution
- Effective consulting skills to engage with all stakeholders with proven track record for building strong working relationships
- Strong interpersonal, facilitation and negotiation skills with ability to build rapport with stakeholders and drive negotiations to a successful outcome
- Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
- A motivated, flexible, detail-oriented and creative team player with perseverance, excellent organization and multi-tasking abilities, and a proven track record for meeting strict deadlines.
Must Haves:
- Ideally 5 yrs of experience in AWS cloud using AWS Services and tools, including Lambda, AWS Connect, API Gateway, Amazon Lex, AWS CLI, Kinesis, S3,KMS,Glue, DynamoDB, RDS, Amplify, and other core AWS services.
- Extensive experience in design, development and implementation of an Amazon Connect cloud-based contact center solution. Services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording, Metrics, Contact Lens, CTR Data analysis
- Proficiency in AWS CLI and AWS SDK, including writing Infrastructure as code using AWS CloudFormation and IAM Roles with AWS security best practices.
- Knowledge of Gitlab or other DevOps tools and CI/CD integration
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