Lead Amazon Connect Dev Ops/SRE Engineer

Hands on technical leader with a proven track record in architecting, building, maintaining and supporting Amazon Connect Implementations on cloud infrastructure.

Responsibilities Include:

• Act as the engineering lead for Healthbridge's Amazon Connect Implementation and associated call center technology acting under direction of the DevOps Manager and supporting the Call center leader.
• Understand, document and own our AWS Connect environment including Prod, UAT, and Dev. Own the strategy to manage, update and use these environments to achieve world class outcomes for the company. Own the architecture that establishes optimal configuration and the plan on how to bring all environments in unison. This will include working with the Call Center director to ensure we have the proper queues, skill configuration, etc
• Quickly identify critical defects and create mitigation plans before agents or customers are impacted.
• Establish and own proper scalability for the stack including a disaster recovery approach.
• Working with the appropriate stakeholders maintain world class KPI's, alerting, monitoring, and reporting to support the proper management of the environments.
• Co-own and implement CSAT metrics at each touchpoint based upon both patient and operational information in partnership with operations and CX stakeholders.
• Define, configure, and implement automated call QA process leveraging AWS reference implementations and best practices.
• Own the evaluation of and proactive implementation of Amazon services to improve business outcomes.
• Understand and support the use of CloudHesive as an AWS Connect overlay. Ensure all desired features and functionality are working as expected.
• Crosstrain DevOps team on the support of all features of AWS Connect and the related functionality.
• Act as the primary SME and support lead for ongoing Call center production system, issues, requests and maintenance.

Qualifications:

• Technical University or Bachelor's degree or equivalent experience.
• A minimum of 7 years experience in IT technical operations management and 3 years of hands on experience with Amazon Connect as well as associated AWS services for streamlined a high volume production use.
• Prior experience in a team leadership role.
• Have proven experience with various aspects of IT Infrastructure (Network, Storage and Compute) with proven ability to apply to Amazon Connect Implementations.
• CSAT metrics at each touchpoint based upon both patient and operational information.
• Ability to Lead and work in fast faced agile (SCRUM) global team setting, mentoring junior team members with minimal supervision.
• We require intellectual curiosity, high action orientation and collaboration tendencies.
• Self-directed problem solving is a key success factor for this role.
• We want a learning mindset with a desire to grow in the profession with an instinct to commit to our mission as a company.
• Ability to communicate and articulate to technical and business audiences in an effective way.
• Required technical experience:
  • Amazon Connect - configuration, testing, optimizing
    • Flows
    • Queues
    • Campaigns
    • Users
    • Channels
  • Amazon EventBridge - configuration, testing
  • AWS Lambda - creating, testing, optimizing
  • Amazon Lex - creating, testing, optimizing
  • AWS S3 - configuration, testing
  • AWS CloudFormation - creating, testing
  • Amazon Kinesis - configuration, testing
  • Amazon Athena - configuration, testing
  • AWS Glue - configuration, testing

HealthBridge working hours are Eastern time zone.