UC Cloud Administrator (AWS Connect)

Overview of Role:

The UC Cloud Administrator (AWS Connect) is responsible for the administration, maintenance, and support of cloud-based unified communications (UC) systems, specifically focusing on AWS Connect and Symbee. This role involves managing the day-to-day operations of contact center solutions, ensuring high availability, performance, and security across all communication channels, including phone, SMS, chatbots, and WhatsApp. The administrator will also work closely with contact center teams and stakeholders to ensure the UC environment aligns with business needs and operational requirements.

Key Responsibilities:

• System Administration: 
  • Administer and maintain AWS Connect and Symbee-based contact center solutions, ensuring optimal performance and uptime.
  • Manage phone numbers (inbound, outbound, toll-free, and DID), telephony layers, contact flows, queues, and agent configurations.
  • Configure and manage the interface layer, including outbound caller ID, media streaming, and call recording settings.
• Operational Support: 
  • Provide daily operational support for the contact center environment, troubleshooting issues related to communication channels and telephony infrastructure.
  • Implement and manage integrations with additional AWS services such as Amazon Lex, AWS Lambda, Amazon Kinesis, Amazon CloudWatch, AWS Directory Service, and Amazon S3.
  • Ensure seamless integration of business workflows and support processes within the UC environment.
• Monitoring and Reporting: 
  • Monitor system performance using tools like Amazon CloudWatch and proactively address any issues that arise.
  • Generate and analyze reports using Amazon Kinesis and other data analysis tools to provide insights into contact center operations.
  • Manage call recordings and data storage in Amazon S3, ensuring compliance with data retention policies.
• Security and Compliance: 
  • Ensure the UC environment complies with all relevant security standards and regulatory requirements.

Qualifications:

• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Experience: 
  • 3+ years of experience in cloud-based UC systems administration, with a focus on AWS Connect and Symbee.
  • Experience in managing telephony infrastructure, contact flows, and multi-channel communication platforms.
• Technical Skills: 
  • Proficiency in AWS services, including but not limited to Amazon Lex, AWS Lambda, Amazon Kinesis, Amazon CloudWatch, AWS Directory Service, and Amazon S3.
  • Strong understanding of telephony systems, call routing, and contact center operations.
• Soft Skills: 
  • Excellent troubleshooting and problem-solving abilities.
  • Strong communication skills with the ability to work collaboratively with stakeholders and cross-functional teams.
• Certifications: AWS certifications (e.g., AWS Certified SysOps Administrator, AWS Certified Solutions Architect) preferred.

About Pens.com 

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com 

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).

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