Telecom Support Engineer, Amazon ConnectAWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.
Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.
Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience.
We are seeking Support Engineers who are experts in SIP/VoIP to join our Korea team to help us support and expand the Amazon Connect telecom infrastructure. Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP based Call Center Platform. Our technology is compelling, as it solves a common problem in a novel way — and it is unique in the industry. We are looking for engineers to help us expand our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through tooling and processes to improve customer productivity.
The ideal candidate will have deep experience working with, preferably in a large scale, distributed environment. You understand technology and how servers and networks inter-relate. You regularly take part in deep-dive troubleshooting and conduct technical post-mortem discussions to identify the root cause of complex issues.
Troubleshooting Expert: You look for difficult challenges and revel in the satisfaction of solving complex issues. High pressure situations focus your attention instead of destroying your concentration. Love to code. Whether it's building tools in Java or solving complex system problems, the ideal candidate will love using technology to solve problems with simple solutions.
Customer Obsessed: The ideal candidate enjoys working with customers to help them get the best experience using Amazon Connect.
Think Big: The ideal candidate will build solutions across thousands of devices. You will strive to improve and streamline processes to allow for work on a massive scale.
What is in it for you? Team culture: You'll be joining a fun team that prides itself on a great work environment with an inclusive group of people that loves working together towards a common goal.Impact: Work on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact on their functions and interactions.Gratification: You will know you are directly responsible for solving real customer problems.Critical and Fast: This is a strategic new business for AWS, and we are moving fast, really fast.Ownership: You will quickly become responsible for key components of the service, and drive what and how to build them.Learn & Grow: If you want to learn and grow with challenges of designing and building large-scale fault-tolerant systems – this is an opportunity of a lifetime.Innovate: We learn from our customers and invent every day on their behalf.Make history: AWS is the leader in a current industry-wide revolution, and specifically at Amazon Connect, we are changing the way customers think about contact centers.Have fun: Surround yourself with a highly talented pool of engineers that like to solve complex problems, but also work in a fun and autonomous environment.A day in the life.
About the team.
Diverse Experiences.
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
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Inclusive Team Culture.
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- 3+ years of network and operating system support experience.
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
- 3+ years of Telephony related experience, ie SIP, RTP, Voip, Open source voice services.
- Fluent in Korean and English.
- Telecom Certified in Korea.
- Experience troubleshooting telephony systems.
- Experience with open-source VoIP systems like Asterisk, Free-Switch, SIPp, SER, etc.
- Operational experience in a 24/7 production environment.
- Experience working as part of a global team.
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