Senior Systems Engineer

Coaching Curiosity Dashboard Scripting Terraform Call Flow Scheduling Operations Management Mentorship ServiceNow Encryption AWS Lambda Amazon Lex Cisco WebEx AWS Kinesis Coordinating SIP Trunking Microsoft 365 Call Recording Amazon Connect Detail Oriented Version Control Microsoft Teams Network Routing Amazon DynamoDB Customer Service Interoperability Technical Issues Business Software Technical Support Amazon CloudWatch Project Management Windows PowerShell Business Valuation Telecommunications AWS CloudFormation Sentiment Analysis Business Objectives Systems Engineering Systems Integration Amazon Web Services Workforce Management Technical Leadership Willingness To Learn Atlassian Confluence Regulatory Compliance IT Service Management Business Requirements Full Stack Development Digital Communications Operational Efficiency Change Control Process Development Environment Business Transformation AWS Certified Developer Software Design Patterns Microsoft Power Automate Authorization (Computing) Self Service Technologies Base Transceiver Stations Contact Center Operations Interactive Voice Response Node.js (Javascript Library) Infrastructure as Code (IaC) Session Initiation Protocols Real-Time Transport Protocol Telephone Numbering Planning Python (Programming Language) AWS Cloud Development Kit (CDK) Partner Relationship Management Customer Relationship Management Information Technology Operations Troubleshooting (Problem Solving) Public Switched Telephone Networks Application Programming Interface (API) AWS Certified Solutions Architect Associate, A Senior Systems Engineer Contact Center & Voice serves as the Collaboration Systems teams lead engineer and platform owner for the enterprise Amazon Connect (AWS Connect) contact center and Microsoft Teams Phone (Calling) voice services that support the clients operating units., The Senior Systems Engineer partners directly with operating-unit business leaders, contact center managers, AWS, Microsoft, carriers, and implementation partners to translate business requirements into secure, reliable solutions; provides advanced troubleshooting across Amazon Connect, Teams Phone, carrier networks, and integrated systems; defines standards and design patterns for contact center development and enterprise telephony; maintains architecture and call-flow documentation; and plays an important coaching and mentoring role by sharing best practices with other engineers and building technical depth across the team., Amazon Connect Development & Administration: Serve as the primary engineer and platform owner for the enterprise Amazon Connect environment, designing, building, and maintaining contact flows, flow modules, queues, routing profiles, hours of operation, prompts, quick connects, security profiles, and agent and supervisor configuration.

Amazon Connect Integrations & Self-Service: Develop and maintain AWS Lambda functions (Python and/or Node.js), Amazon Lex bots, and API integrations for caller self-service, data lookups, directory lookup, and intelligent routing; design and support integrations with ServiceNow (ServiceNow Voice), CRM and agent desktop solutions, workforce management (WFM), and identity services.

Contact Center Onboarding & Migration: Lead the onboarding of operating-unit contact centers onto Amazon Connect and Teams Phone, including requirements and phone-tree sessions with business stakeholders, call-flow design, build and testing, production cutover, and hypercare; lead migrations from legacy telephony and contact center platforms (e.g., Cisco, Webex).

Microsoft Teams Phone (Calling): Design, configure, and support Teams Phone, including call queues, auto attendants, resource accounts, voice routing, dial plans, calling policies, and emergency calling (Karis Law and RAY BAUMS Act compliance).

Telephony, Carrier & Number Management: Manage PSTN connectivity through Direct Routing, Operator Connect, and SIP trunking; plan and execute number porting into Amazon Connect and Teams Phone, including Letter of Authorization (LOA) preparation and validation, carrier coordination, and port scheduling; serve as liaison to carriers for voice service issues.

Voice Interoperability: Architect and support call transfer and interoperability between Amazon Connect, Teams Phone, and carrier networks, and recommend the right platform (Teams Phone or Amazon Connect) for each operating-unit calling need.

Contact Center Reporting & Analytics: Deliver real-time and historical metrics, dashboards and wallboards, abandoned-call and contact detail reporting, contact trace record (CTR) data, and Contact Lens AI call summaries and sentiment analysis.

Agent Experience & Channel Expansion: Improve call transfer processes (warm, blind, and quick connect transfers) and agent desktop configuration, partner with contact center leaders on training and adoption needs, and expand capabilities such as Amazon Connect Chat, Tasks, and AI-driven features (e.g., Amazon Q in Connect, conversational IVR).

System Maintenance and Management: Ensure contact center and voice services run efficiently, reliably, and securely in a highly available, 24x7 environment; monitor with CloudWatch, the Teams Admin Center, Call Quality Dashboard (CQD), and SIP traces; provide second- and third-level support.

System Integration: Integrate Amazon Connect, Teams Phone, carrier, and business application components so they work together seamlessly, following defined change control processes and using version control and infrastructure-as-code (AWS CloudFormation, CDK, or Terraform) where applicable.

Technical Support: Monitor and manage ServiceNow ticket queues for incidents, problems, changes, and service requests; troubleshoot contact center, call routing, call quality, and integration issues; track project work in Jira.

Documentation (Process and Technical): Create and maintain architecture diagrams, call-flow diagrams, runbooks, standards, and process documentation in Confluence to ensure clarity, consistency, and efficiency within IT operations.

Operational Efficiency: Automate provisioning, number management, and reporting with PowerShell, Python, and Power Automate to improve the efficiency and productivity of the organization.

Security First: Integrate security into every aspect of contact center and voice design and operation, including IAM least-privilege access, encryption, call recording access and retention, and regulatory compliance.

Vendor & Partner Management: Serve as the primary technical liaison to AWS (account team, Professional Services, and Support), Microsoft, carriers, and implementation partners; manage support cases and partner deliverables through resolution.

Technical Leadership & Mentoring: Serve as Lead Engineer on contact center and voice engagements, working directly with Project Management, operating-unit stakeholders, and customer teams; lead recurring status syncs and contribute to executive status reporting; define standards and design patterns; mentor and cross-train Systems Administrators and engineers and provide guidance on BTS standards and quality expectations.

Business Knowledge: Understands contact center operations and metrics (service levels, abandonment, handle time, workforce management) and how they support operating-unit business objectives; gathers and documents business requirements; communicates technical issues in a way non-technical stakeholders can understand; and understands the impact of their work on business outcomes.

3+ years of hands-on Amazon Connect development and administration in a production environment supporting multiple business units, including contact flows, routing, Lambda integrations, and Amazon Lex.

5+ years of experience designing and administering Microsoft Teams Phone (Calling), including Direct Routing and/or Operator Connect, call queues, auto attendants, voice routing, dial plans, and calling policies.

Solid knowledge of SIP, RTP, codecs, Session Border Controllers (SBCs), call quality troubleshooting, and emergency calling (E911) requirements.

Hands-on number porting experience, including LOA preparation, carrier coordination, and port troubleshooting.

Experience with Amazon Connect reporting and analytics, including real-time and historical metrics, contact trace records, Contact Lens, and dashboards/wallboards.

Experience integrating Amazon Connect with ServiceNow, CRM or agent desktop solutions, workforce management, and chat.

Working knowledge of core AWS services supporting contact centers (Lambda, IAM, S3, DynamoDB, Kinesis, CloudWatch); infrastructure-as-code experience (CloudFormation, CDK, or Terraform) preferred.

PowerShell scripting and automation experience.

Proven ability to lead requirements sessions with non-technical business leaders and translate them into call flows and technical designs.

Experience managing vendor, partner, and carrier relationships (e.g., AWS, Microsoft, implementation partners, telecom carriers).

IT service management experience with ServiceNow; project tracking with Jira; documentation in Confluence.

Relevant certifications highly preferred, such as AWS Certified Developer Associate, AWS Certified Solutions Architect Associate, and Microsoft 365 Certified: Teams Administrator Associate.

Ability and willingness to learn quickly, accept challenges/changes, and work independently with minimal direction.

Must be detail-oriented and self-managing, and able to determine how environment changes impact customers and other systems.

Strong customer service skills with a focus on delivering value-added collaborative services., AWS connect, engineeer, At this client, we believe AI-assisted ways of working are becoming a foundational part of how excellent engineering work gets done much the way digital communication tools did a generation ago. We expect every member of our team to actively integrate AI tools into their daily work, not as a substitute for expertise, but as a natural extension of it. Candidates who bring genuine curiosity about AI, and a demonstrated habit of using it to work smarter, will find themselves at home here. Job Type & Location, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.