RQ10959 Solutions Designer Intermediate

Responsibilities:

• Provide intermediate-level expertise with respect to the cloud platform.
  
• Provide design build and support for cloud environments to create solutions in the contact center domain.
  
• Develop and maintain system design models technical documentation and specifications.
  
• Lead the design development and implementation of a cloud-based contact center solution.
  
• Monitor and assess the performance of applications in a cloud environment to ensure solutions are available. Provide recommendations for architecture and process improvements.
  
• Provide expertise on integration design and using Application Programming Interfaces (APIs). Design maintain and manage tools for automation of different operational processes. Evaluate new technology alternatives and vendor products.
  
• Gather client business requirements corporate I&IT information mandates client information technology strategic plans environment and standards. Develop solutions and provide advice on short/long term solution service development activities.
  
• Create test and implement safeguards to maintain data integrity and protect against unauthorized access. Review production logs providing analysis & suggestions to implement measures in a proactive manner.
  
• Provide detailed documentation for system design integration configuration development and implementation of related activities.
  
• Develop and maintain system design models technical documentation and specifications.
  
• Produce integration plans inputs into configuration and development project.
  
• The AWS Solutions Designer employs a unique set of skills that put the end-user at the centre of EP solutions. This skillset is fundamental to designing and delivering an end product that is intuitive and provides an improved user experience. The skillset required is in high demand across the OPS and is difficult to obtain internally. The proposed resource will be used while ongoing attempts to secure internal resources proceeds in parallel.
  

Requirements

Experience and Skill Set Requirements:

Must Haves:

• 10 years of experience in software development and delivery track record in a range of technical roles
  
• ideally 5 yrs of experience in AWS cloud using AWS Services and tools including Lambda AWS Connect API Gateway Amazon Lex AWS CLI Kinesis S3KMSGlue DynamoDB RDS Amplify and other core AWS services.
  
• Extensive experience in design development and implementation of an Amazon Connect cloud-based contact center solution. Services including but not limited to: Call and Queue Flows Agent Experience Call Recording Metrics Contact Lens CTR Data analysis
  
• Knowledge of the following Amazon Web Services (AWS) technologies Amazon Pinpoint Amazon DynamoDB Amazon Kinesis Data Streams and Amazon Polly
  
• Developing and maintaining system design models technical documentation and specifications
  
• Experience setting up environments and mechanism using tools such as JIRA Confluence Maven and Jenkins or similar tools
  

Nice to have:

• OPS or Public center exp
  
• 5 years of experience working with implementing Contact center solutions
  

Skill Set Requirements:

Technical Skills:

• 10 years of experience in software development and delivery track record in a range of technical roles
  
• ideally 5 yrs of experience in AWS cloud using AWS Services and tools including Lambda AWS Connect API Gateway Amazon Lex AWS CLI Kinesis S3KMSGlue DynamoDB RDS Amplify and other core AWS services.
  
• Experience setting up environments and mechanism using tools such as JIRA Confluence Maven and Jenkins or similar tools
  
• Knowledge of AWS cloud and AWS connect ecosystem and integration
  
• Creation management and maintenance of AWS & related cloud-based production system.
  
• Deployment and automation of packages for cloud-based system
  
• Extensive experience in design development and implementation of an Amazon Connect cloud-based contact center solution. Services including but not limited to: Call and Queue Flows Agent Experience Call Recording Metrics Contact Lens CTR Data analysis
  
• Knowledge of the following Amazon Web Services (AWS) technologies Amazon Pinpoint Amazon DynamoDB Amazon Kinesis Data Streams and Amazon Polly
  
• Proficiency in AWS CLI and AWS SDK including writing Infrastructure as code using AWS CloudFormation and IAM Roles with AWS security best practices.
  
• Experience in scripting languages like Python Bash PHP Java JavaScript Node etc.
  
• Experience in build tools like Git Ansible Chef Puppet etc. for continuous integration
  
• Knowledge of container-based virtualization technology like Docker
  
• Familiarity with monitoring solutions such as CloudWatch CloudTrail etc.
  
• Experience with CI/CD pipelines for deploying applications on AWS.
  
• Proven implementation of cloud security models particularly identity network and encryption
  
• Knowledge of Gitlab or other DevOps tools and CI/CD integration
  
• Ensuring availability performance security and scalability of AWS & related production systems.
  
• Excellent knowledge in managing AWS resources and configuring Amazon VPC AWS Firewall Amazon Elastic Load Balancing auto-scaling AWS IAM Amazon EC2 Amazon S3 Amazon API Gateway AWS Lambda Amazon Aurora DB Amazon Redshift Active MQ AWS CloudTrail AWS CloudWatch and other services in the AWS family.
  
• Provision of critical system security by leveraging best practices and prolific cloud security solutions.
  

Core Skills and Experience:

10 years of experience with:

• Developing and maintaining system design models technical documentation and specifications
  
• Experience setting up environments and mechanism using tools such as JIRA Confluence Maven and Jenkins or similar tools
  
• Knowledge of IVR and Workflow.
  
• Experience in scripting languages like Python Bash PHP Java JavaScript Node etc.
  
• Experience in build tools like Git Ansible Chef Puppet etc. for continuous integration
  
• Knowledge of container-based virtualization technology like Docker
  
• Integration experience in building and using APIs
  
• Experience applying industry web architectural and security standards and best practices
  
• Providing recommendations for architecture and process improvements.
  
• Definition and deployment of systems for metrics logging and monitoring on AWS and related platform.
  
• Designing maintenance and management of tools for automation of different operational processes.
  
• Evaluation of new technology alternatives and vendor products.
  

Contact Center Domain Experience/Public Sector Experience:

• 5 years of experience working with implementing Contact center solutions
  
• Knowledge of Public Sector Enterprise Architecture artifacts (or similar) processes and practices and ability to produce technical documentation that comply with industry standard practices
  
• Knowledge and experience with Contact center implementation in Public sector setting
  
• Experience adopting and adhering to Public Sector Unified I&IT Project Methodology Public Sector Enterprise Architecture and Public Sector Gating process and Public Sector Standard Systems Development Methodologies
  
• Experience with large complex IT projects.
  

General Skills:

• Proven technical leadership skills with ability to identify areas for improvement and recommend solutions
  
• Exceptional analytical problem solving and decision-making skills
  
• Demonstrated strong interpersonal verbal and written communication and presentation skills
  
• Proven troubleshooting and critical thinking experience