Telecom Operations Engineer, Connect

As part of the AWS Solutions organization, we aim to provide business applications leveraging Amazon's expertise, used by millions worldwide to manage daily operations. We focus on delivering intuitive, differentiated technology solutions that address enduring business challenges, blending vision with curiosity and Amazon's real-world experience to create turnkey solutions. We become trusted partners for customers who prefer to buy over build, offering solutions that are easy to adopt and use.

Join us to disrupt the industry by delighting customers and making a massive impact. Be part of building Amazon Connect, a disruptive cloud-based contact center enabling engaging, dynamic, and personal customer service experiences. Amazon Connect is built on over ten years of development used internally at Amazon, now available as an AWS service. It integrates AI and AWS services like Amazon Lex, Polly, Lambda, S3, and Kinesis to provide a seamless, extensible customer experience, transforming how businesses and customers interact.

Industry analysts recognize Amazon Connect as a disruptive force in customer service, focusing on customer-centric solutions with open platform integration and partner support.

We seek Support Engineers with expertise in SIP/VoIP to support and expand our telecom infrastructure in Dublin. Our platform supports thousands of concurrent calls and tens of thousands of agents, utilizing a unique SIP-based call center platform. Engineers will help expand infrastructure globally, support existing systems, and innovate telecom operations through tooling and processes to enhance productivity. This role offers a rare opportunity to shape our growing business and develop scalable, resilient telecom systems with a customer-focused approach.

The ideal candidate has extensive experience in large-scale, distributed environments, understands server and network interrelations, and participates in troubleshooting and root cause analysis.

About AWS

Diverse Experiences

We value diverse backgrounds and experiences. Even if you don't meet all preferred qualifications, we encourage you to apply, especially if your career path has been non-traditional or includes alternative experiences.

Why AWS?

Amazon Web Services is the world's leading cloud platform, pioneering cloud computing and continuously innovating. Our broad suite of products powers startups and Fortune 500 companies alike.

Inclusive Team Culture

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We support professional development through knowledge-sharing, mentorship, and resources to help you grow.

Work/Life Balance

We value flexibility and work-life harmony, supporting your success at work and at home.

About the team

Within AWS Solutions, we aim to provide business applications that leverage Amazon's expertise. We focus on delivering solutions that are easy to use and help customers solve key challenges.

• 3+ years of network and OS support experience

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support

• 3+ years in telephony, including SIP, RTP, VoIP, or open-source voice services

• Troubleshooting telephony systems experience

• Familiarity with open-source VoIP systems like Asterisk, FreeSwitch, SIPp, SER

• Operational experience in 24/7 production environments

• Experience working in global teams

We are committed to an inclusive culture and equal opportunity employment. We prioritize privacy and data security, complying with relevant policies and providing accommodations during the hiring process as needed.