Sr Contact Center Engineer

ABOUT THE ROLE

We are seeking a Contact Center Engineer with strong AWS Connect experience. This individual will take the lead on strategy, design and build out of Peloton’s contact center technology stack which is AWS Connect based. This role will support the full product lifecycle for the contact center technology stack from conception, design, build out and operational sustainment. This includes ongoing assessment of deployed infrastructure components, scalability, monitoring and health of “the system” and incident response.  A successful candidate will excel in a fast-paced team environment and possess good interpersonal skills including a high degree of familiarity managing strategic partnerships.

The Enterprise Technology (ET) department at Peloton is responsible for IT Service Delivery, Network Engineering, Audiovisual (AV) Technology, Contact Center Technology, DevOps, IT Construction, Telecommunications, Cyber Security, Program Management, and Technology Governance, Risk, and Compliance (GRC) globally focusing both on planning, building, and supporting technical services and solutions.

YOUR DAILY IMPACT AT PELOTON

• Serve as a direct partner to Pelotons Global Member Support team, the primary stakeholders
• Support sourcing events including RFI, RFQ, RFP, e-auctions, and direct negotiations
• Become a domain expert in our contact center technology stack (AWS Connect, Contact Lens, SalesForce, EventBridge)
• Use method driven approaches and processes to get results while partnering and coordinating effectively
• Coordinate and lead ongoing relationships with existing partners/vendors and as seen relevant, use those relationships to greater collective impact
• Develop systems and procedures in support of identification, engagement, and development of strategic partnerships
• Analyze and track key metrics to identify trends and highlight issues specific to customer needs and funding in the near to medium-term horizon (one to five years)
• Develop and manage reporting and financial tracking of strategic partnership activities
• Maintain vendor information efficiently
• Ordering, scheduling, and confirming installation of contact center components
• Tracking, trending and managing license utilization including budget planning forecasts
• Investigate and identify alternate solutions as needed
• Create and maintain procurement processes for related software titles that are introduced to the contact center technology stack over time
• Serve as Tier-2 escalation for contact center issues
• Identify and raise risks/issues, drive mitigation and resolution thereby
• Create and maintain knowledge documentation in the best manner possible
• Update project documentation and status documents
• Participate actively in strategic planning activities, root cause analysis, and retrospective tasks
• Review monthly SaaS provider billing to keep an eye on the expenditure and plan timely checks
• Review vendor agreements to track purchase terms and expiration dates
• Device management and audit tracking working with partner IT teams as necessary
• Coordinate supplier business reviews
• Find opportunities for process improvements
• Support supplier diversity initiatives by reviewing new supplier certifications and assisting business partners with identifying potential suppliers

YOU BRING TO PELOTON

• 5+ years of experience in contact center technologies with 3+ years specifically performing engineering for AWS Connect and its related support titles and offerings
• 5+ years of experience integrating contact center technologies with Salesforce with 3+ years specifically performing and supporting the integration between Salesforce and AWS Connect
• 5+ years of experience leading strategic partnerships
• Strong problem-solving skills and the ability to work under pressure
• Proven fault identification and analysis skills, critical thinking, ability to troubleshoot technologies
• Experience communicating with application users to understand and collect their requirements and requests
• Experience working in an Agile SDLC with experience creating both functional and technical user stories
• Experience with on premise and/or cloud-based Systems Administration a plus
• Strong understanding of the relevance and importance of sensitive data types and the handling/audit requirements for them (e.g. PII, PCI)
• AWS Certified Developer Associate or higher certification 
• Experience in working with AI/GPT solutions within a contact center environment is a plus
• Good interpersonal communication skills and problem-solving skills
• Good communication (both written and oral) and relationship