Job Description
Job DescriptionDescription:
Come and join our team that provides the company with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile scrum team that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than complete obsession with the experiences of our customers and associates. We pride ourselves on being full stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.
Hybrid role (every other week onsite) in Merrimack, NH or Westlake, TX
Pay rate: $60-$70
Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Responsibilities:
- Design, build and maintain Amazon Connect Contact Flows and routing logic
- Implement dynamic and skill-based routing using AWS Lambda (Node.js or Python) and Dynamo DB
- Integrate Amazon Lex bots for conversational IVR, third APIs, and enterprise systems e.g., CRM, case management
- Manage call recording, error handling, and failover routing logic
- Configure and maintain queues, routing profiles and hours of operation
- Troubleshoot call logs using CloudWatch and optimize routing for performance
- Provide documentation, knowledge transfer, and architectural guidance to internal teams
- Work cross-functionally with internal teams (cloud, security, telephony, support) as needed
Experience Requirements:
- 6+ years hands-on experience as a systems engineer
- Experience designing, building, and maintaining Amazon Connect contact flows/ routing logic
- Experience with Node.js/Python, specifically for creating Lambdas
- Experience with version control and CI/CD for Lambda deployments.
- Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation
- Understanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.
- Exposure to Genesys will be a plus
- Familiarity with Docker/Kubernetes and container-based development and deployment practices will be a plus
- Hands-on AWS experience or demonstrated desire to build cloud experience (e.g. certifications, training)
- Proven ability to work independently and professionally in high pressure/visibility situations within tight timeframes
- Self-starter, curious, collaborative, innovative, eager to learn and teach others every day
Education Requirements:
- Bachelor’s degree in Computer Science or equivalent
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.
About Eliassen Group:
Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.
Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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