Berkley Technology Services

At Berkley Technology Services, we believe AI-assisted ways of working are becoming a foundational part of how excellent engineering work gets done — much the way digital communication tools did a generation ago. We expect every member of our team to actively integrate AI tools into their daily work, not as a substitute for expertise, but as a natural extension of it. Candidates who bring genuine curiosity about AI, and a demonstrated habit of using it to work smarter, will find themselves at home here.

The Company is an equal employment opportunity employer.

The Senior Systems Engineer – Contact Center & Voice serves as the lead engineer and platform owner for enterprise Amazon Connect and Microsoft Teams Phone voice services, designing, developing, and supporting contact center capabilities for W. R. Berkley operating units and partnering with business stakeholders to deliver secure, reliable solutions.

• Serve as primary engineer and platform owner for the enterprise Amazon Connect environment, designing, building, and maintaining contact flows, flow modules, queues, routing profiles, hours of operation, prompts, quick connects, security profiles, and agent/supervisor configuration.
• Develop and maintain AWS Lambda functions (Python and/or Node.js), Amazon Lex bots, and API integrations for caller self-service, data lookups, directory lookup, and intelligent routing.
• Design and support integrations between Amazon Connect and ServiceNow (ServiceNow Voice), CRM and agent desktop solutions, workforce management (WFM), identity services, and chat.
• Lead onboarding of operating-unit contact centers onto Amazon Connect and Teams Phone, including requirements and phone-tree sessions, call-flow design, build and testing, production cutover, and hypercare.
• Lead migrations from legacy telephony and contact center platforms (e.g., Cisco, Webex) to Amazon Connect and Teams Phone.
• Design, configure, and support Microsoft Teams Phone, including call queues, auto attendants, resource accounts, voice routing, dial plans, calling policies, and emergency calling compliance (Kari’s Law and RAY BAUM’S Act).
• Manage PSTN connectivity through Direct Routing, Operator Connect, and SIP trunking, including number porting, LOA preparation and validation, carrier coordination, and port scheduling.
• Serve as liaison to carriers for voice service issues and coordinate resolution.
• Architect and support call transfer and interoperability between Amazon Connect, Teams Phone, and carrier networks, recommending appropriate platforms for operating-unit calling needs.
• Deliver contact center reporting and analytics, including real-time and historical metrics, dashboards and wallboards, abandoned-call and contact detail reporting, CTR data, and Contact Lens AI call summaries and sentiment analysis.
• Improve agent experience through optimized call transfer processes and agent desktop configuration, and expand capabilities such as Amazon Connect Chat, Tasks, and AI-driven features (e.g., Amazon Q in Connect, conversational IVR).
• Ensure contact center and voice services run efficiently, reliably, and securely in a highly available 24x7 environment; monitor using CloudWatch, Teams Admin Center, Call Quality Dashboard (CQD), and SIP traces; provide second- and third-level support.
• Integrate Amazon Connect, Teams Phone, carrier, and business application components, following change control processes and using version control and infrastructure-as-code (AWS CloudFormation, CDK, or Terraform) where applicable.
• Monitor and manage ServiceNow ticket queues for incidents, problems, changes, and service requests; troubleshoot contact center, call routing, call quality, and integration issues; track project work in Jira.
• Create and maintain architecture diagrams, call-flow diagrams, runbooks, standards, and process documentation in Confluence.
• Automate provisioning, number management, and reporting with PowerShell, Python, and Power Automate to drive operational efficiency.
• Integrate security into every aspect of contact center and voice design and operation, including IAM least-privilege access, encryption, call recording access and retention, and regulatory compliance.
• Serve as primary technical liaison to AWS, Microsoft, carriers, and implementation partners; manage support cases and partner deliverables through resolution.
• Act as Lead Engineer on contact center and voice engagements, collaborating with Project Management and operating-unit stakeholders; lead status syncs and contribute to executive status reporting.
• Define standards and design patterns for contact center development and enterprise telephony and mentor Systems Administrators and engineers on BTS standards and quality expectations.
• Develop and maintain strong business knowledge of contact center operations, metrics, and how they support operating-unit objectives; gather and document business requirements and communicate technical topics to non-technical stakeholders.

Qualifications:

• Typical Years of Experience is 7 years.
• 3+ years of hands-on Amazon Connect development and administration in a production environment supporting multiple business units, including contact flows, routing, Lambda integrations, and Amazon Lex.
• 5+ years of experience designing and administering Microsoft Teams Phone (Calling), including Direct Routing and/or Operator Connect, call queues, auto attendants, voice routing, dial plans, and calling policies.
• Solid knowledge of SIP, RTP, codecs, Session Border Controllers (SBCs), call quality troubleshooting, and emergency calling (E911) requirements.
• Hands-on number porting experience, including LOA preparation, carrier coordination, and port troubleshooting.
• Experience with Amazon Connect reporting and analytics, including real-time and historical metrics, contact trace records (CTR), Contact Lens, and dashboards/wallboards.
• Experience integrating Amazon Connect with ServiceNow, CRM or agent desktop solutions, workforce management, and chat.
• Working knowledge of core AWS services supporting contact centers (Lambda, IAM, S3, DynamoDB, Kinesis, CloudWatch); infrastructure-as-code experience (CloudFormation, CDK, or Terraform) preferred.
• PowerShell scripting and automation experience.
• Proven ability to lead requirements sessions with non-technical business leaders and translate them into call flows and technical designs.
• Experience managing vendor, partner, and carrier relationships (e.g., AWS, Microsoft, implementation partners, telecom carriers).
• IT service management experience with ServiceNow; project tracking with Jira; documentation in Confluence.
• Relevant certifications highly preferred, such as AWS Certified Developer – Associate, AWS Certified Solutions Architect – Associate, and Microsoft 365 Certified: Teams Administrator Associate.
• Ability and willingness to learn quickly, accept challenges and changes, and work independently with minimal direction.
• Detail-oriented and self-managing, with the ability to determine how environment changes impact customers and other systems.
• Strong customer service skills with a focus on delivering value-added collaborative services.
• Experience working with Agile methodology to promote flexibility, collaboration, and continuous improvement.
• Strong automation and scripting skills to streamline processes, enhance efficiency, and reduce the potential for human error.
• Business acumen to align technical expertise with broader business objectives.
• Cloud computing skills, with familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Demonstrated innovation mindset to drive technological advancements and improve business processes.
• Ability to design scalable systems that can support organizational growth and evolving needs.
• Strong troubleshooting skills to quickly and effectively resolve issues and maintain smooth IT operations.
• Broad thinking and creative thinking, with a development-oriented approach.
• Demonstrated comfort using AI-assisted tools in a professional context and approaching AI as a standard part of modern workflow.

Education Requirement

• Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or a related discipline.
• Equivalent experience and/or alternative qualifications will be considered.