Telecom Operations Engineer, Amazon Connect, Amazon Connect

Job description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are.

We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon Connect Customer is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect Customer has become an AI leader, transforming how organizations of all types interact with their customers.

The Amazon Connect Customer Telecom Engineering team is responsible for provisioning and maintaining connectivity to global telecom carriers, managing the backend telecom infrastructure, and troubleshooting customer issues related to telephony. The SBC (Session Border Controller) service is owned by the team and is used to route calls between Amazon Connect Customer and telecom carriers.

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

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.