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Added 20 mins ago
Sr. Sys Engineer
Berkley
Wilmington, DE
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…
Added 26 mins ago
AM
Senior AI Data Solutions Engineer
Air Methods
Greenwood Village, CO
- $137,000 USD / year
The Senior AI Data Solutions Engineer is responsible for designing, building, and deploying internal AI applications and data products within the Company’s Snowflake ecosystem. This role…
Added 27 mins ago
FH
Senior Security Architect
First Hawaiian Bank
Remote, United States
- $113,500 to $150,000 USD / year
First Hawaiian Bank is currently seeking a Senior Security Architect to join the team in our Security Architecture & Operations Department.
Added 31 mins ago
Senior DSP/SDR Engineer
The Aerospace Corporation
Chantilly, VA
We are looking for a Senior DSP/SDR Engineer to join our team and support critical programs that are vital to the success of today’s and tomorrow’s space architectures. This position…
Added 32 mins ago
Senior Communication Architect and Engineer
The Aerospace Corporation
El Segundo, CA
Added 2 hours ago
Forward Deployed Software Engineer-Palantir Foundry-Experienced Associate
PwC
Kansas City, MO · St. Louis, MO
At least one of the following: Foundry Data Engineer, Solution Architect, or Application Developer
Added 2 hours ago
BH
Intelligent Automation Engineer
BrightSpring Health Services
Louisville, KY
- $7.25 USD / hour
We're seeking an Intelligent Automation Engineer with strong hands-on expertise in UiPath, Microsoft Power Platform, Power BI, Copilot Studio, and Agentic AI. This role will design scalable…
Added 3 hours ago
Data Engineer/Architect
Leidos
Remote, United States
Leidos has an exciting opportunity for an experienced Data Engineer/Architect to support the design of a new data foundation. This foundation will support generative AI applications,…
Added 3 hours ago
Senior Data Engineer (AWS & Databricks)
General Dynamics Information Technology
Fairfax, VA
…challenging projects and grow a rewarding career. The Senior Data Engineer will leverage their expertise with AWS Cloud and the Databricks platform to help the CMM Data Modernization and…
Added 3 hours ago
OPIR Systems Engineer
BOOZ, ALLEN & HAMILTON, INC.
Chantilly, VA
…also anticipate and preempt future issues, you're a solutions architect. You've evolved your skills into strategy through a long path of software development accomplishments and the…
Added 3 hours ago
Zero Trust Engineer, Lead
BOOZ, ALLEN & HAMILTON, INC.
McLean, VA
…execute its mission at speed and scale. As a senior Zero Trust Engineer lead, you will serve as a strategic leader responsible for shaping, governing, and advancing enterprise-wide security…
Added 6 hours ago
Agentforce Forward Deployed Engineer (FDE)
DivIHN Integration, Inc
Hoffman Estates, IL
Added 6 hours ago
Information Security and Cloud Architecture Lead
Astellas Pharma
Northbrook, IL
We are looking for a dynamic and experienced Information Security Architect Lead to join our DigitalX team. In this role, you will be responsible for creating a new Information Security…
Added 6 hours ago
Senior Software & AI Engineer
Abbott
Sylmar, CA
Is continuously learning how to be a better software engineer and architect
Added 6 hours ago
TT
Senior ML / AI Engineer
True Talent Solutions Partners
San Francisco, CA
- $200,000 to $300,000 USD / year
- Architect and build machine learning and retrieval systems for core product experiences.
Added 7 hours ago
Security Architect II
ICW Group
San Diego, CA
The Security Architect II is a senior individual contributor within the Enterprise Architecture team who develops and influences enterprise security architecture direction and establishes…
Added 7 hours ago
EG
Network Engineer
Eliassen Group
San Mateo, CA
- $80 to $90 USD / hour
Our client seeks a seasoned Network Engineer to design, implement, and operate enterprise and cloud networking across Azure and AWS. The role shall focus on secure connectivity, routing and…
Added 7 hours ago
Director Project Controls (B&T)
MTA
New York, NY
Licensed Professional Engineer or Registered Architect desirable.
Added 7 hours ago
Senior Engineer (Design Management)
Port Authority of New York and New Jersey
New York, NY
…of transportation projects, including experience as a Lead…
Added 8 hours ago
Software Development Engineer, Platform Engineering and Services (AFT Labor Insights)
Amazon
Bellevue, WA
Are you ready for a challenge? As a Software Development Engineer on the Labor Insights team, you will build the next generation of Amazon's labor management platform - designing systems…
Added 8 hours ago
Software Engineer, Video SWE
Meta
Redmond, WA
…wearable experiences. We are looking for a Video Codec Software Engineer to build and optimize codec implementations and hardware-accelerated media pipelines for resource-constrained…
Added 9 hours ago
Delivery Consultant - Migrations, Cloud Platform and Migrations, AWS Professional Services
Amazon
Atlanta, GA
AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
Added 10 hours ago
EI
Senior Services Sales Executive, Enterprise Accounts
ElasticSearch Inc.
Denver, CO
- $132,700 to $209,900 USD / year
Sell Complex, Multi-Year Engagements: Architect and sell multi-phase, multi-million dollar programs tied to customers' largest transformation bets-modernization initiatives, platform…
Added 11 hours ago
JL
Property Condition Assessor
Jones Lang LaSalle
Denver, CO
- $55,000 to $80,000 USD / year
Professional certification as a Professional Engineer (PE) or Registered Architect (RA).
Added 12 hours ago
Lead Distributed Systems Engineer (AI/ML Platform) - Watertown, MA
Kelly Services
Watertown, MA
A fast-growing AI and data platform company is seeking a Lead Distributed Systems Engineer (AI/ML Platform) to architect and scale the infrastructure that powers enterprise AI and machine…

Berkley

Sr. Sys Engineer

Wilmington, DE, United States

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Job details

Apply by: Nov 6, 2027
Posting language: English
Posted: Nov 6, 2026

Original job description

Company Details

Berkley Technology ServicesAt 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.

Responsibilities

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

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.

Additional Company Details We do not accept unsolicited resumes from third party recruiting agencies or firms. Additional Requirements Location and Travel: Wilmington, DE Urbandale, IA Manassas, VA Scottsdale, AZ Sponsorship Details Sponsorship not Offered for this Role

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