System Engineer - Amazon Connect

System Engineer - Amazon Connect

Vacancy expired!

We Tachyon Technologies are a CMMI Level 3 Certified digital transformation consulting and solutions firm that partners with IT investment businesses to leverage their customer experience. Aligned with SAP's digital core, we understand the significance of effective solutions to our clients that exceeds their confidence.

Role: System Engineer - Amazon Connect

Location: Seattle, WA

Duration: 12 Months

Responsibilities:
Solution Design
Receives direction from senior staff on design patterns and references design documentation as part of implementation and production support
Helps to outline support and sustainment model for service(s) being implemented
Provide guidance on implementation through the lens of Operational Sustainability
Influences without authority (mainly with other System Admins and peers)
As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns

Production Support
End User Support: o Provides 247 global support of critical contact center systems in a rotating on-call environment
o Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA.
o Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation
o Leads investigation of root cause analysis for incidents
o Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement
o Engage with vendors where needed on incidents within the area
Tachyon's full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities, and an outstanding benefits package that includes paid time off plus holidays. Also, all colleagues are eligible for many rewards and recognition programs. Encouraging a healthy work/life balance and providing our colleagues with great benefits are just part of what makes Tachyon a great place to work.
A disclaimer: The above statement is not a complete job description. The Client retains the discretion to add or change the duties of the position at any time