What are the responsibilities and job description for the Contact Center Solutions Engineer - Amazon Connect, Calabrio ONE position at Mavensoft Technologies?
Job Title: Contact Center Solutions Engineer - Amazon Connect, Calabrio ONE
Duration: 4 months (W2 contract)
Location: Atlanta, GA (Hybrid or fully remote)
Work Timing: Hybrid; up to 40 hours per week (must be available for occasional after-hours critical support)
Key Skills: Amazon Connect, Calabrio One (WFM, QM, Analytics), Omnichannel Contact Center Platforms, VoIP/SIP, AWS Services (Lambda, CloudWatch, S3), API Integrations, IAM/SSO, CRM Integration, Telephony Troubleshooting, IVR & Call Routing.
Job Overview
Seeking a skilled Telephony & Contact Center Solutions Engineer to support a cloud-based contact center environment for a high-volume public-facing operation. This role requires hands-on expertise with Amazon Connect, Calabrio One, and omnichannel communication platforms. The ideal candidate will ensure a seamless, efficient, and secure customer engagement experience through optimized telephony architecture and integrated systems.
Key Responsibilities
Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/
Duration: 4 months (W2 contract)
Location: Atlanta, GA (Hybrid or fully remote)
Work Timing: Hybrid; up to 40 hours per week (must be available for occasional after-hours critical support)
Key Skills: Amazon Connect, Calabrio One (WFM, QM, Analytics), Omnichannel Contact Center Platforms, VoIP/SIP, AWS Services (Lambda, CloudWatch, S3), API Integrations, IAM/SSO, CRM Integration, Telephony Troubleshooting, IVR & Call Routing.
Job Overview
Seeking a skilled Telephony & Contact Center Solutions Engineer to support a cloud-based contact center environment for a high-volume public-facing operation. This role requires hands-on expertise with Amazon Connect, Calabrio One, and omnichannel communication platforms. The ideal candidate will ensure a seamless, efficient, and secure customer engagement experience through optimized telephony architecture and integrated systems.
Key Responsibilities
- Administer and support the Amazon Connect cloud-based contact center platform.
- Configure and maintain the Calabrio One Suite (Workforce Management, Quality Monitoring, Analytics, Reporting).
- Oversee and optimize omnichannel communications including voice, chat, email, and SMS.
- Integrate contact center systems with CRMs, third-party APIs, and internal tools.
- Monitor, troubleshoot, and improve IVR logic, call routing, and real-time dashboards.
- Analyze performance metrics and implement strategies for efficiency and cost savings.
- Collaborate with IT, service operations, and vendors to implement new features and resolve issues.
- Maintain thorough documentation of configurations, standard procedures, and troubleshooting guides.
- Participate in system upgrades, patches, and enhancements while minimizing operational disruption.
- Ensure compliance with security and privacy standards across all communication platforms.
- Bachelor’s degree in information technology, Computer Science, or related field—or equivalent experience.
- 3–5 years of experience in a telephony or contact center engineering role.
- Strong proficiency in Amazon Connect (contact flows, routing profiles, Lambda integrations).
- Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics).
- Solid understanding of omnichannel contact center operations.
- Familiar with VoIP/SIP protocols, call quality monitoring, and optimization tools.
- Experience with AWS services (Lambda, CloudWatch, S3) and identity/access management (SSO, IAM).
- Excellent troubleshooting, communication, and documentation skills.
- AWS certification (e.g., Cloud Practitioner or Solutions Architect – Associate).
- Experience with CCaaS platforms and workforce management best practices.
- Knowledge of ITIL principles and systems like ServiceNow.
Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/
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