Overview of Role:

The UC Cloud Engineer is responsible for managing and optimizing cloud-based contact center operations using AWS Connect and Symbee. This role includes designing, deploying, and maintaining solutions that support multi-channel communications such as phone, SMS, chatbots, WhatsApp, and more. The engineer will work closely with contact center teams and stakeholders to gather requirements, understand business needs, integrate business workflows, and support overall contact center architecture. A strong understanding of AWS Connect’s core and additional components is essential.

Key Responsibilities:

• Design and Implementation: Develop and deploy cloud-based contact center solutions using AWS Connect and Symbee, focusing on key components such as phone numbers, telephony layers, contact flows, queues, and agents.
• Requirement Gathering: Collaborate with contact center teams and stakeholders to gather requirements and understand business needs, ensuring solutions align with organizational goals.
• Business Workflow Integration: Integrate business workflows into the contact center architecture, enhancing operational efficiency and customer experience.
• Management and Optimization: Monitor and optimize contact center performance, including telephony infrastructure and interface layers, to ensure reliability and scalability.
• Integration and Support: Integrate contact center solutions with existing systems and support communication channels, including implementing Amazon Lex for natural language understanding and AWS Lambda for custom code execution.
• Data Analysis and Reporting: Implement and maintain robust reporting, data analysis, and profiling tools, including Amazon Kinesis for streaming contact trace records and Amazon CloudWatch for operational metrics.
• Compliance and Security: Ensure all solutions comply with relevant security standards and regulations, including managing user identities and permissions via AWS Directory Service and storing call recordings and reports in Amazon S3.

Qualifications:

• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Experience: 3+ years of experience with AWS Connect, Symbee, and cloud-based contact center solutions.
• Technical Skills: 
  • Proficiency in cloud computing, VoIP, multi-channel communication platforms, business workflow integration, and data analytics tools.
  • In-depth knowledge of AWS Connect core components such as phone numbers, telephony layers, contact flows, queues, and agents.
  • Experience with additional AWS services like Amazon Lex, AWS Lambda, Amazon Kinesis, Amazon CloudWatch, AWS Directory Service, and Amazon S3.
• Soft Skills: Strong communication and collaboration skills, with the ability to work closely with stakeholders and understand business requirements.
• Certifications: AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer) preferred

About Pens.com 

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com 

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).

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