Telecom Operations Engineer, Amazon Connect

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. 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.

• Support and expand the Amazon Connect telecom infrastructure handling thousands of concurrent customer calls
• Expand infrastructure to new global regions and support existing implementations
• Innovate telecom network operations through tooling and processes to improve customer productivity
• Participate in deep-dive troubleshooting and conduct technical post-mortem discussions to identify root causes of complex issues
• Design and deliver scalable, resilient telecom systems while maintaining customer focus
• Build tools and solutions across thousands of devices to improve and streamline processes at massive scale
• Work with customers to help them get the best experience using Amazon Connect
• 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, i.e. SIP, RTP, VoIP, open source voice services
• Fluent in Korean and English
• Telecom Certified in Korea (무선설비기사, 정보통신기사)
• 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
• Inclusive team culture with employee-led affinity groups
• Mentorship and career growth resources including knowledge-sharing programs
• Work/life balance with flexible working culture
• Opportunity to work on a high-impact, large-scale AWS service used by millions of customers
• Fast-paced, innovative environment with ownership of key service components