Contact Center Implementation Engineer - Hybrid - Norcross, GA

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USAN is seeking an enthusiastic Contact Center Implementation Engineer to join our Amazon Connect solutions team. As a team member, you would be primarily responsible for the design, discovery, configuration/integration, and implementation of solutions aimed at the contact center space.

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 the Amazon Connect solution and a myriad of 3rd party solution partners, including USAN-proprietary systems/products.

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 design and configuration decisions
• Stay current on upcoming Amazon Connect enhancements, features, and latest contact center trends

Basic Qualifications

• 3+ years of experience designing and configuring cloud and/or premise-based (ACD) Automatic Call Distribution / Contact Center solutions
• 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
• 3+ years of experience in Amazon Connect (contact flows, console feature provisioning, configuration management, reporting, etc.)
• Experience in Amazon Quicksight, Contact Lens, Wisdom, etc.
• General working knowledge of SQL database concepts
• 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). Founded in 1989, USAN has a 37 year history of providing carrier grade telecom solutions. From USAN’s initial service offering of hosted IVR, USAN has continued to develop new private cloud solutions and capabilities. USAN’s multi-channel customer engagement platform provides hosted IVR, ACD as SaaS, customer engagement via SMS/Text, Web service offerings, and customer engagement via social media channels such as Facebook and Twitter. Today, the USAN cloud handles more than one billion transactions yearly for some of the world’s largest companies. Our fifth-generation, carrier-grade network and platform architecture delivers reliable traffic capacity and availability—greater than 99.999% in each year of operation.

For more information, please visit us at www.usan.com