What are the responsibilities and job description for the Cloud / Contact Center Engineer - Hybrid - Norcross, GA position at USAN?
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USAN is seeking a Cloud/Contact Center Engineer to join our solutions team. As a team member, you would be primarily responsible for the configuration/integration and implementation of solutions aimed at the contact center space, with a primary focus on Amazon Connect.
You will work on a small team in a highly collaborative way to create effective and innovative call center solutions for enterprise clients. You will also be contributing towards integrations between cloud contact center solutions and a myriad of 3rd party solution partners, including USAN-proprietary systems/products. On-the-job training will be provided to help you develop expertise in Amazon Connect and the broader AWS ecosystem.
Duties
- Collaborate externally with customer business and technical leads to understand ongoing and upcoming business challenges/opportunities
- Translate customer requirements into technical requirements
- Collaborate internally in the SDLC with USAN project managers, business analysts, technical consultants, and Operations counterparts
- Perform problem resolution for existing solutions
- Make informed configuration decisions
- Stay current on upcoming Amazon Connect enhancements, features, and latest contact center trends
Basic Qualifications
- General understanding of AWS and/or cloud-based application support
- Excellent analytical and problem-solving skills
- General knowledge of professional software development practices & best practices for the full software development life cycle
- Team oriented and self-motivated
- The ability to communicate ideas effectively, to listen to others' ideas, and to collaborate to arrive at great solutions
Preferred Qualifications
- Bachelor's degree in Business or IT-related fields
- Experience designing and configuring cloud and/or premise-based (ACD) Automatic Call Distribution / Contact Center solutions
- Demonstrated ability to take a project or significant feature from concept to launch
Job Benefits
- Competitive compensation program
- Outstanding benefits package (including medical, dental, vision and life insurance)
- 401(k) plan
- Excellent holiday/vacation plans
- Employee Referral Bonus Program
- Annual performance-based bonus
- Ongoing training opportunities
Company Description
United States Advanced Network, In. (USAN) is a privately held corporation based out of Norcross, GA (a suburb of Atlanta, GA). USAN is an AWS Advanced Tier Partner specializing in Amazon Connect, helping organizations design and deploy scalable, AI-driven customer interactions that accelerate time to value and maximize ROI. With over 35 years of deep contact center expertise, USAN delivers modern agentic CX solutions and a white-glove approach to optimizing and managing cloud contact center environments through its managed services.
For more information, please visit us at www.usan.com