Talent.com
Software Process Engineer 4

Software Process Engineer 4

Link TechnologiesLas Vegas, NV, US
5 days ago
Job type
  • Full-time
Job description

Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Software Process Engineer 4 to join our team.

JOB SUMMARY

This role will assist in facilitating a comprehensive revamp of service offerings to transition an existing call center into a contact center using the AWS Connect solution.

REQUIREMENTS

  • Bachelor's degree in computer science, information systems, software engineering, or a related discipline.
  • Minimum three (3) years of hands-on experience in constructing call flows and IVR systems using AWS Connect, along with configuration and deployment of the Amazon Connect Platform.
  • Proficient understanding and practical experience with various AWS Services, including Comprehend, Connect, DynamoDB, Kinesis Data Stream, Kinesis Video, Lambda, Lex, S3, Transcribe, Polly, and Salesforce.
  • Experience in virtual network design, deployment, and troubleshooting within AWS.
  • Proficiency in managing AWS environments, encompassing tasks like environment architecture design, automation, network engineering, security, storage, systems administration, monitoring, incident response, and configuration management.
  • Extensive expertise and familiarity with IVR, Automatic Call Distribution (ACD), skill-based routing, Live Chat, as well as experience in creating process flow documentation.
  • Strong interpersonal, verbal, and written communication abilities.
  • Demonstrated track record of delivering technology solutions in fast-paced, deadline-driven enterprise environments.
  • Experience with Infrastructure as Code (IaC) and configuration management languages such as Terraform, AWS CloudFormation, CDK, Azure RM Templates, Ansible, or equivalents.
  • Familiarity with automated testing and quality monitoring tools compatible with Amazon Connect.
  • Knowledge of Amazon Connect, Salesforce, and MuleSoft.
  • Thorough understanding of version control systems, build and deployment processes, and release automation tools.
  • Excellent interpersonal skills to collaborate effectively with cross-functional teams.
  • Analytical and problem-solving skills to identify and resolve release-related challenges.
  • Familiarity with agile methodologies and project management practices.
  • Understanding of DevOps principles and practices.
  • Participation in overall project implementation, utilizing best practices in strategic planning, information and logistics management.
  • Management and mitigation of risks and issues, including corrective action as necessary.
  • Development, maintenance, and updating of business and functional requirements.
  • Alignment of deliverables with the project plan and desired outcomes.
  • Creation and maintenance of project documentation.
  • Excellent analytical and communication skills necessary for effective work in the field of application development and maintenance.
  • Proficiency in understanding integration technologies, domains, and workflows.

SCOPE OF WORK

  • Build a fully functional Amazon Connect contact center to replace the current call center with the minimum capabilities :

    • IVR / IVA

  • Call routing
  • Call tree
  • Skill based routing
  • Call Queues
  • Omnichannel communications
  • Reporting via Lex
  • Chatbot
  • Work proactively to address and resolve issues that may impact release schedules.
  • Manage version control systems to ensure accurate tracking and documentation of software changes.
  • Coordinate the branching, merging, and tagging of code repositories.
  • Oversee the build and deployment processes to ensure consistency and reliability.
  • Collaborate with QA teams to ensure thorough testing of software releases.
  • Implement and maintain quality gates to prevent the release of defective software.
  • Evaluate and optimize release processes to improve efficiency and reduce time-to-market.
  • Stay current on industry trends.
  • Monitor and address issues reported post-release, working closely with support teams to provide timely resolutions.
  • Special project tasks within assigned program area.

    • DELIVERABLES

  • Migrate, modernize, and deploy customer call centers to the Amazon Connect platform.
  • Build and continuously update call flows and IVRs within Amazon Connect.
  • Export current day Chatbot into the Amazon Connect ecosystem; should also include updating chatbot to utilize functionality within Amazon Connect.
  • Develop Amazon Connect AI which includes, but is not limited to :

    • Amazon Q

  • Lex
  • Contact Lens
  • Explore and evaluate leading edge technologies for integration into customer environments.
  • Solution, migrate, and optimize customer workloads from on-premise environments into AWS.
  • Solution, design, and modernize customer workloads and / or design and deploy new customer applications in AWS.
  • Design and implement availability, scalability, and performance plans for AWS managed service environments; continually re-evaluate existing stack and infrastructure to reduce costs while maintaining optimal performance, availability, and security.
  • Assist in creating test scripts prior to promoting changes based on vendor lead build cycles after each successful sprint.
  • Assist in creating training requirements for end-users.

    • Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity / expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.

    Create a job alert for this search

    Software Engineer • Las Vegas, NV, US