Job Summary

As a DevOps Engineer, you will be responsible for optimizing our development, deployment, maintenance, and level 3 operational support. With focus on Amazon Connect Contact Centre, surrounding AWS services as well as Terraform and GitLab, your role will be pivotal in ensuring our systems are reliable, scalable, and aligned with agile principles, enabling us to deliver the highest quality solutions to our customers and rapid onboarding of business units.

Key Responsibilities

1. Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS service (completely as code) for our contact centre operations, ensuring smooth customer interactions and efficient omnichannel contact routing.

2. Infrastructure as Code (IaC): Leverage Terraform to implement infrastructure as code practices, automating the provisioning and scaling of resources on AWS within our AWS Landing Zones.

3. CI/CD Pipelines: Develop and maintain robust CI/CD pipelines using Terraform and GitLab, facilitating seamless and automated software delivery.

4. Monitoring, Scaling and Observability: Implement monitoring solutions for our systems and use data-driven insights to make scaling decisions, ensuring optimal performance of the platform and mitigation of any issues that may occur.

5. Security and Compliance: As a part of a regulated business, you will look to continually improve security measures and ensure compliance with both industry and internal standards, working regularly with our landing zone, security, and compliance teams to review and improve security policies.

6. Agile Collaboration: Collaborate closely with development and operations teams to foster an agile mindset, promote DevOps practices, and facilitate rapid and reliable software releases.

7. Documentation: Maintain clear and up-to-date documentation of configurations, processes, and best practices.

Problem Resolution: Respond to and resolve technical issues in a timely manner, collaborating with cross-functional teams to address root causes.

Skill Requirements

• 2yrs Experience with Gitlab CI/CD pipelines and orchestration for the deployment of resources and configuration items within the following areas:
  • Amazon Connect Users, Agent hierarchy, Contact Flows, Routing Profiles, Number Management, etc.
  • Provisioning, population, and data management of DynamoDB
  • Provisioning of Lambda Functions and code updates
  • Provisioning of S3 Storage assets
  • Provisioning and Alteration of API Gateway configuration

• 2yrs Experience working within AWS Landing Zone and lights out environment, with the ability to monitor and update deployments to work within existing OAP rules and security requirements.

• 3yrs experience working within an ITSM environment, with demonstratable experience working to SLA’s and within a change management process.

• Experience with Telecoms and Data network troubleshooting, including the ability to trace and fault find TCP/IP, HTTP signalling and WebRTC audio issues. (across LAN, WAN, and Internet)

Other Requirements

Soft Skills

• Experience working in agile environments, using agile tools and methodologies.
• Excellent problem-solving skills and a proactive approach to troubleshooting.
• Strong communication and collaboration skills for effective cross-team cooperation.

Desired Skills

• Relevant certifications in AWS, Terraform, and GitLab are advantageous.
• Understanding of Microsoft Active Directory, Azure and Entra ID for User Management and knowledge of SAML and SSO.
• Python / Development skills – working in a DTAP model.
• Experience with monitoring and alerting tools (i.e. DataDog / Nagios / Zabix)
• Public Telephone Network Technology (PSTN) knowledge. (ISDN, SIP, XCaaS)
• Phone Number Management experience.
• Familiarity with containerization technologies such Docker
• Experience with orchestration tools (i.e. Jenkins, Chef and Puppet).