AWS Connect CCaaS Technical Analyst (Remote) - Manager - 65046531

<p class="MsoNormal" style="margin-bottom: 0in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span lang="EN-CA" style="line-height: 115%25;">About the role</span></b><b><span style="line-height: 115%25;"><o:p></o:p></span></b></span></span></p>
<p class="MsoNormal" style="margin-bottom: 0in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span lang="EN-CA" style="line-height: 115%25;">As an </span><span style="line-height: 115%25; color: black;">AWS Connect CCaaS Technical Analyst</span><span lang="EN-CA" style="line-height: 115%25;">, you will play a pivotal role working on the implementation of the AWS Connect Contact Center as a Service project for UHG. As part of that implementation, you will be responsible to implementing, monitoring and alerting for this AWS Connect System. You will work with a team of 5 contact center operational support specialist who will provide support for the CCaaS platform and implement the monitoring and alerting as well as the playbooks.<o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin-bottom: 0in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;"><o:p>&nbsp;</o:p></span></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span lang="EN-CA" style="line-height: 115%25;">In this role, you will:<o:p></o:p></span></b></span></span></p>
<ul>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Design, develop and enhance proactive monitoring capabilities for AWS Connect CCaaS platform<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Collaborate with Developers, architects and platform owners to enforce logging and build standards to enable troubleshooting and monitoring<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Participate in application design sessions and develop end to end interaction flows using Splunk<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Troubleshoot production issues<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Work closely with vendor partners to drive operational and monitoring enhancements<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Create cloud watch dashboards as a backup to Splunk for monitoring<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Conduct knowledge sharing sessions to propagate troubleshooting playbooks to broader support team<o:p></o:p></span></span></span></li>
</ul>
<p class="MsoListParagraph" style="margin-bottom: 0in; mso-add-space: auto;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;"><o:p>&nbsp;</o:p></span></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span style="line-height: 115%25;">Work model:<o:p></o:p></span></b></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span lang="EN-CA" style="line-height: 115%25;">We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.<o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span lang="EN-CA" style="line-height: 115%25;">The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.<o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span lang="EN-CA" style="line-height: 115%25;"><o:p>&nbsp;</o:p></span></b></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span lang="EN-CA" style="line-height: 115%25;">What you need to have to be considered</span></b><b><span style="line-height: 115%25;">:<o:p></o:p></span></b></span></span></p>
<ul>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Undergraduate degree or equivalent experience<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">4+ years of IT experience in CCaaS<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">4+ years of experience in contact center observability (monitoring and troubleshooting)<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">4+ years of experience with at least 1 scripting language such as Python, PowerShell, JSON, Terraform, etc.<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">3+ years of strong working knowledge on monitoring tools like Splunk, Dynatrace and Grafana<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">2+ years of AWS cloud experience including lambda, ALB's, Amazon Connect, Cloudwatch<o:p></o:p></span></span></span></li>
</ul>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">     <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><b><span style="line-height: 115%25;">These will help you stand out<o:p></o:p></span></b></span></span></p>
<ul>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">AWS Certified<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Application and Security logging experience<o:p></o:p></span></span></span></li>
<li class="MsoNormal"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;">Scripted environments experience<o:p></o:p></span></span></span></li>
</ul>
<p class="MsoNormal" style="margin: 0in 0in 0in .25in;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;"><span style="line-height: 115%25;"><o:p>&nbsp;</o:p></span></span></span></p>
<p class="MsoNormal" style="margin-bottom: 0in;"><span style="font-size: 11.0pt; line-height: 115%25; font-family: 'Times New Roman',serif;"><span style="font-size: 11px;"><span style="font-family: 'times new roman', times, serif;">We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.</span></span><o:p></o:p></span></p>