Telecom Engineer

Bachelor's degree or related experience.
- 3+ years of SIP/VoIP Telephony design and operational experience
- 2+ years of experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of telephony systems.

Job summary
Are you inspired to work with a team than launches products with direct and massive impact on Amazon’s customers? Are you excited to join one of the newest and most exciting AWS services?

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate and talented Systems Engineers to join us to innovate on the telecom infrastructure that is fundamental to modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation telecom infrastructure, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

We are seeking a Telecom/VoIP engineer with deep knowledge of SIP protocol and Linux/UNIX expertise to help us support and expand Amazon Connect's telecom infrastructure. Amazon Connect supports large amounts of concurrent customer calls and active agents using an internally developed SIP based Call Center Platform. Our technology is quite unique in that we built most of our equipment and therefore we are looking for someone who is not afraid to work under the hood of a SIP endpoint system (preferably with work experience in the area), and not simply configure a commercial SIP product or performing move/add/change. Your peers will be systems, network and software engineers working to make our telephony platform more capable, scalable, reliable and efficient.

This team is a great fit for you if
- You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal.
- You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions.
- You’d like to be directly responsible for solving real customer problems.
- You are a passionate learner and are motivated to take on new challenges.
- You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance.

Learn more about Amazon Connect here.

**Media coverage on Amazon Connect**:
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee -led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

A day in the life

About the hiring group

Job responsibilities
- Networking and troubleshooting skills.
- Experience with telecom systems and protocols (SIP, RTP, PSTN)
- Experience troubleshooting carrier and various connectivity issues both IP and TDM
- Solid understanding of the Linux Operating System
- Excellent TCP/IP networking fundamentals
- Excellent troubleshooting skills with a focus on root cause and prevention
- Must have excellent communication and documentation skills
- Expertise in many of the following technologies and protocols: BGP, OSPF, SIP, RTP, IP, TCP, UDP, DNS, DHCP, T1/E1, Ethernet, firewalls, IT security best practices
- Multi-vendor SIP Interop testing and troubleshooting
- Experience with open-source VoIP systems like Asterisk, Free-Switch, SIPp, SER, etc
- Software developme