Cloud Infrastructure Architect

1 day ago

Grand Rapids, Michigan, United States Health Bridge Full time
Job Title: Lead Amazon Connect Dev Ops/SRE Engineer

Job Summary:

We are seeking a highly skilled and experienced Lead Amazon Connect Dev Ops/SRE Engineer to join our team at HealthBridge. As a key member of our technical leadership team, you will be responsible for architecting, building, maintaining, and supporting Amazon Connect implementations on cloud infrastructure.

Key Responsibilities:

  • Lead the engineering team for HealthBridge's Amazon Connect implementation and associated call center technology, working closely with the DevOps Manager and Call Center Leader.
  • Own and manage the AWS Connect environment, including Prod, UAT, and Dev, and develop strategies to manage, update, and utilize these environments to achieve world-class outcomes for the company.
  • Identify critical defects and create mitigation plans to prevent agent or customer impact.
  • Establish and maintain proper scalability for the stack, including disaster recovery approaches.
  • Work with stakeholders to maintain world-class KPIs, alerting, monitoring, and reporting to support environment management.
  • Co-own and implement CSAT metrics at each touchpoint, partnering with operations and CX stakeholders.
  • Define, configure, and implement automated call QA processes using AWS reference implementations and best practices.
  • Evaluate and implement Amazon services to improve business outcomes.
  • Support the use of CloudHesive as an AWS Connect overlay and ensure all desired features and functionality are working as expected.
  • Cross-train the DevOps team on AWS Connect support and related functionality.
  • Act as the primary SME and support lead for ongoing Call Center production systems, issues, requests, and maintenance.

Qualifications:

  • Technical University or Bachelor's degree or equivalent experience.
  • A minimum of 7 years of experience in IT technical operations management and 3 years of hands-on experience with Amazon Connect and associated AWS services for high-volume production use.
  • Prior experience in a team leadership role.
  • Proven experience with various aspects of IT infrastructure (Network, Storage, and Compute) and ability to apply to Amazon Connect implementations.
  • CSAT metrics at each touchpoint based on both patient and operational information.
  • Ability to lead and work in a fast-paced agile (Scrum) global team setting, mentoring junior team members with minimal supervision.
  • Intellectual curiosity, high action orientation, and collaboration tendencies.
  • Self-directed problem-solving is a key success factor for this role.
  • Learning mindset with a desire to grow in the profession and commit to our mission as a company.
  • Ability to communicate and articulate to technical and business audiences in an effective way.
  • Required technical experience:
    • Amazon Connect - configuration, testing, optimizing
    • Amazon EventBridge – configuration, testing
    • AWS Lambda – creating, testing, optimizing
    • Amazon Lex - creating, testing, optimizing
    • AWS S3 - configuration, testing
    • AWS CloudFormation - creating, testing
    • Amazon Kinesis - configuration, testing
    • Amazon Athena – configuration, testing
    • AWS Glue - configuration, testing

Working Hours: Eastern time zone.

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