Základné informácie
Ref Number
Req_00158470
Primárna lokácia
SV - Antiguo Cuscatlan - Las Cascadas
Krajina
El Salvador
Work Style
Hybrid
Opis a požiadavky
About the Role
This role involves supporting day to day maintenance, administration and system management for all front-end and back-end application for the telephony infrastructure including Amazon Connect. This position is responsible to develop solution using Amazon Connect platform to interaction various applications and integrate with 3rd party vendors.
Responsibilities:
- Minimum of 5 years’ experience in a technical role in Contact Center solutions or CCaaS platform ideally Amazon Connect, supporting in technical discovery, cut-over activities, transition to support/managed services.
- Operate independently, with very minimal supervision.
- Analyze and understand functional business requirements and design specifications of call / chat queue routing, call flows and IVR / Natural Language, Voice / Chat Bot.
- Able to translate business requirements into technical workflows.
- Ability to manage both Waterfall and Agile projects.
- Identify system defect, triage and solve problems within given rules.
- Ensures that code/configurations adhere to the security, logging, error handling, and performance standards and non-functional requirements.
- Performs code review and enforces good coding practices.
- Build AWS Lex, Lambda using Python, Node.js
Qualifications:
- Computer Science or Engineering educational background.
- Strong customer service skills, strong and clear communication skills.
- Knowledge of Infrastructure Technology (network, hosting and database platforms, cloud technology, systems management)
- Direct experience implementing AWS Serverless approach.
- Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
- Experience developing solutions and passion for getting hands dirty with code/scripting (e.g, Python, Node.js, REST API)
- Working experience on HTML, CSS, Javascript, and REACT.
- Sound knowledge of AWS services such as Amazon Connect, Lambda, S3, API Gateway, DynamoDB, AWS Lex, AWS Bedrock, CloudWatch, CloudFormation and Kinesis.
- Working experience with source control (Git and Azure DevOps) and Visual Studio
What’s in it for you?
- Educational support: Udemy for Business
- "Work-life balance" culture and flexible schedule
- Employee Stock Purchase Plan (ESPP)
- Support global projects in a multicultural environment
Ďalší popis práce
This role involves supporting day to day maintenance, administration and system management for all front-end and back-end application for the telephony infrastructure including Amazon Connect.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
