Telecom Systems Engineer

Qualifications :

- Bachelors degree in computer science, Information Technology, Telecommunications, or equivalent experience.

- 5+ years in contact centre or telecommunications engineering, including 3+ years hands-on with Amazon Connect in production.

- Proven experience operating complex, high-volume, multi-site or virtual contact centres.

- Strong knowledge of SIP, PSTN, WebRTC softphone behaviour, QoS, and network fundamentals (LAN/WAN, VPN/SD-WAN, routing, DNS).

- Practical expertise with AWS services commonly used alongside Connect: Lambda, Lex, Kinesis (Data Streams/Firehose), S3, CloudWatch, CloudTrail, EventBridge, DynamoDB, IAM, KMS, VPC/PrivateLink.

- Experience creating IVR/contact flows and bot conversations aligned to business logic and measurable outcomes.

- Familiarity with Salesforce (or similar CRM) CTI integrations and data exchange patterns.

- Demonstrated security-first mindset (IAM, encryption, data retention, PII/PCI redaction) and compliance awareness (PCI DSS, SOC 2, HIPAA where relevant).

- Proficient in project management and documentation across small and large programmes.

- Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders.

Preferred Experience and Qualifications :

- AWS Certifications (e.g., Solutions Architect Associate/Professional, Developer Associate, Security Specialty).

- Experience with Amazon Q in Connect (agent assist/summarisation), Tasks, Cases, Customer Profiles, and digital channels (chat; SMS via Pinpoint/partners; WhatsApp via partners).

- Data engineering/reporting experience (Athena/Redshift/Snowflake; QuickSight/Power BI).

- Experience migrating from legacy PBXs/ACDs (e.g., Avaya, Genesys, Cisco) to Amazon Connect.

- Exposure to WFM/WFO suites (Amazon Connect WFM, Verint, Calabrio) and call recording compliance tooling.