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Added 3 mins ago
Engineer, Cloud
CMG Strategy Co., LLC
United States
The Engineer – Platform Engineering (Cloud Engineer) is responsible for building and managing Chipotle’s cloud and on-premises infrastructure, with a focus on automation and scalability.…
Added 4 mins ago
Security Engineer
Varonis
United States
…of cyber defense, building the engineering capabilities that support our global Incident Response engagements. Your contribution will be pivotal in helping our team deliver exceptional…
Added 7 mins ago
Solution Engineer Principal – Blue Yonder WMS
Cummins Talent Acquisition
Columbus, IN
…system interactions that deliver customer value and align with enterprise standards and subject-matter…
Added 16 mins ago
E
Software System Engineer
ESM
Columbus, OH
- $136,000 to $162,000 USD / year
Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are…
Added 20 mins ago
T
Senior Solutions Architect
Teknowledge
Colorado Springs, CO
- $106,969 to $160,453 USD / year
Design customer-specific solutions spanning Support Operations, enterprise technical support, customer success, internal service desk, knowledge, quality, workforce, automation, analytics…
Added 31 mins ago
Senior Software Engineer - Labor Management Forecasting (Hybrid)
Publix Super Markets, Inc.
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Added 37 mins ago
AV Engineer
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Seattle, WA
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Added 47 mins ago
Senior Staff AI Enablement Engineer
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…clients (Claude, Cursor, Windsurf, internal agents) connect to enterprise systems such as Slack, Google Workspace, Jira/Confluence, GitLab, Datadog, Snowflake, Glean, and ServiceNow, with…
Added 56 mins ago
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Software System Engineer
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- $136,000 to $162,000 USD / year
Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are…
Added 59 mins ago
Semantic Data and AI Engineer
Enterprise Knowledge
Remote, United States
Enterprise Knowledge (EK) is hiring a full-time Semantic Data and AI Engineer to join our growing Semantic Engineering and AI Practice. In this role, you will be responsible for designing…
Added 1 hour ago
Customer Solution Engineer - Quote to Cash
Zuora
Remote, United States
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Added 1 hour ago
CB
Computer Systems Engineer
Congressional Budget Office
Washington, DC
- $114,000 to $155,000 USD / year
The Computer Systems Engineer administers and supports CBO's enterprise IT infrastructure, including AWS cloud services, Windows Server, Microsoft 365, Microsoft Entra ID (Azure Active…
Added 1 hour ago
DL
IT Specialist (ENTARCH)
Defense Logistics Agency
Philadelphia, PA · Battle Creek, MI · New Cumberland Defense Logistics Center, PA · Wright-Patterson AFB, OH · Whitehall, OH · Richmond, VA · Hill AFB, UT · Fort Belvoir, VA
- $125,776 to $187,093 USD / year
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Added 1 hour ago
OO
Cloud Solutions Engineer
Office of the Director of National Intelligence
McLean, VA
- $143,913 to $187,093 USD / year
Participate in the design, evaluation, selection, implementation, and support of development and production support tools and platforms.
Added 1 hour ago
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…Edge across on-premises, virtualized, and cloud environments. Support the architecting and implementation of Zero Trust Segmentation policies, including application dependency mapping,…

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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