AWS Telephony Solutions Engineer

2 weeks ago

Cambridge, Massachusetts, United States Moderna Full time
Position Overview

Moderna is on a mission to enhance the impact of mRNA technologies in healthcare. We are seeking an AWS Telephony Solutions Engineer who possesses a customer-centric approach and embodies the core values of our organization, with a commitment to revolutionizing the future of medicine. In this pivotal role, you will be tasked with the configuration and management of our global AWS Connect telephony infrastructure, ensuring optimal functionality for our Contact Center Platform. Your contributions will be essential in maintaining seamless operations and enhancing the user experience for both our contact center teams and those reaching out to us.

Key Responsibilities
  • Set up and manage the AWS Connect Telephony system, integrating it with Salesforce CRM and leveraging additional AWS services such as Lambda, S3, and RedShift.
  • Oversee the procurement, management, testing, and troubleshooting of telephony lines.
  • Continuously monitor system performance, including automated alerts for any disruptions or failures.
  • Act as a technical liaison, collaborating with cross-functional teams in Cloud Infrastructure, Data Engineering, and Service Desk.
  • Manage incidents related to system faults and provide user support, including access management.
  • Configure, test, and deploy new features and functionalities, such as dynamic call flows and messaging capabilities.
  • Assist in generating system metrics reports and connecting to the RedShift data lake.
  • Work closely with internal stakeholders to gather business requirements and translate them into effective AWS Connect solutions.
  • Troubleshoot and resolve system issues to ensure peak performance.
  • Provide training and support to users for effective system utilization.
  • Stay informed on the latest AWS Connect updates and industry trends.
  • Ensure compliance with data security, privacy standards, and regulatory processes.
Qualifications
  • A Bachelor’s degree in Computer Science, Information Technology, or a related field, or 5 years of equivalent professional experience.
  • Proven experience with Salesforce Service Cloud integration with AWS Connect.
  • Familiarity with contact center and service center modules.
  • At least 3 years of relevant experience in supporting call center environments, with a strong focus on AWS Connect.
Preferred Skills
  • AWS Certified Developer Associate or higher certification is advantageous.
  • Experience with AI and GPT solutions in a contact center context.
  • Strong analytical and problem-solving abilities, especially under pressure.
  • Demonstrated skills in fault identification, analysis, and technology troubleshooting.
  • Experience in gathering requirements from application users.
  • Familiarity with Agile SDLC and creating functional and technical user stories.
  • Experience in both on-premise and cloud-based systems administration.
  • Knowledge of regulated environments and GxP best practices.
  • Background in life sciences, pharma/biotech, or high-tech industries, particularly in eCommerce or cloud infrastructure.
  • A passion for making a meaningful impact within a high-growth, transformative organization.
About Moderna

Since our inception, we have aimed to establish a leading mRNA technology platform and build a world-class team dedicated to transforming medicine. Our commitment to our mission, values, and mindsets drives our scientific advancements and fosters a culture of belonging. We are proud to be recognized as a top employer in the biopharma sector and are dedicated to creating an inclusive environment where every employee can thrive.

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