EUC Unified Communications Engineer

Management Level

Job Summary:

EQ are seeking a talented CCaaS & Unified Communications Engineer to join our Unified Communications team. If you're passionate about contributing to innovative CCaaS & UCaaS solutions and enhancing customer experiences, this opportunity is for you.

Position: CCaaS & Unified Communications Engineer

Key Responsibilities:

• Support US operations during US working hours and be a contributor to a global team
• Manage Tickets, incident, problem, change & development requests via ITSM system
• Provide CCaaS expertise offering consultation and expertise on Amazon Connect services through build, design, testing and deploy
• Work closely with engineering colleagues and business stakeholders

Technical Abilities:

- Proficiency building and maintaining Amazon Connect features, including contact flows, routing profiles, queues.

- Hands-on experience with Amazon Connect leveraging knowledge of AWS services (Lambda, DynamoDB, S3, SES, SNS, Lex, Bedrock, API Gateway, Pinpoint, CloudWatch, CloudTrail etc..) to support contact centre solution development.

- DevOps and Programming: Proficient in Python or another programming language and experienced with Terraform.

- CDK familiarity utilising AWS CDK for infrastructure as code to streamline deployment processes.

- AWS Certifications are beneficial such as AWS Certified Solutions Architect, AWS Certified DevOps Engineer, AWS Certified SysOps Administrator and other relevant certifications.

- History of supporting and working with vendors for VoIP, SIP, PSTN is essential.

- Maintain wallboard displays (Contact Centre stats) through deploying code.

- Understanding of networking, firewalls and proxy setup.

- Microsoft Teams Calling experience is advantageous.

Behavioural Expectations:

- Communication Skills: Excellent written and spoken communication abilities.

- Collaborative Mindset: Build strong connections and work well with stakeholders.

- Eager Learner: Enthusiastic about learning and sharing knowledge.

- Independent Worker: Capable of working without direct supervision.

- Centralized Support: Provide voice and video support to internal stakeholders.

- Stakeholder Collaboration: Work effectively with various levels of management.

- Vendor Management: Engage and manage third-party vendors.

- Problem Solving: Troubleshoot and resolve technical issues.

- Troubleshooting: Resolve issues quickly and efficiently in voice and network systems.

- Learning and Development: Continuously expand knowledge of Amazon Connect, AWS services, and contact centre technologies

- Stay Current: Keep up with the latest trends in cloud and managed services.

Why Join Us?

- Innovative Company: Be part of a forward-thinking financial services company that’s always pushing the envelope.

- Collaborative Environment: Work in a dynamic setting with plenty of opportunities for personal and professional growth.

- Make an Impact: Help develop solutions that improve customer service and drive our business forward.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.