{"id":3877960,"url":"https://alion.io/job/w-r-berkley-corporation-sr-sys-engineer","title":"Sr. Sys Engineer","company":{"id":1857548,"name":"W. R. Berkley Corporation","domain":"berkley.com","url":"https://alion.io/company/berkley-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":10,"ghost_share":0,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":18,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wilmington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon Kinesis","optional":false},{"name":"Amazon S3","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"Azure","optional":false},{"name":"CloudFormation","optional":false},{"name":"Confluence","optional":false},{"name":"DynamoDB","optional":false},{"name":"GCP","optional":false},{"name":"IAM","optional":false},{"name":"Jira","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Node JS","optional":false},{"name":"Power Automate","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Ray","optional":false},{"name":"ServiceNow","optional":false},{"name":"Terraform","optional":false},{"name":"JavaScript","optional":true}],"status":"closed","first_seen_at":"2026-11-06T17:12:59Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-12T16:52:43Z","board_verified":false,"closed_at":"2026-11-12T16:52:43Z","days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Company Details\nBerkley 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.\nThe Company is an equal employment opportunity employer.\nResponsibilities\nThe 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.\nServe 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.\nDevelop 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.\nDesign and support integrations between Amazon Connect and ServiceNow (ServiceNow Voice), CRM and agent desktop solutions, workforce management (WFM), identity services, and chat.\nLead 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.\nLead migrations from legacy telephony and contact center platforms (e.g., Cisco, Webex) to Amazon Connect and Teams Phone.\nDesign, 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).\nManage PSTN connectivity through Direct Routing, Operator Connect, and SIP trunking, including number porting, LOA preparation and validation, carrier coordination, and port scheduling.\nServe as liaison to carriers for voice service issues and coordinate resolution.\nArchitect and support call transfer and interoperability between Amazon Connect, Teams Phone, and carrier networks, recommending appropriate platforms for operating-unit calling needs.\nDeliver 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.\nImprove 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).\nEnsure 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.\nIntegrate 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.\nMonitor 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.\nCreate and maintain architecture diagrams, call-flow diagrams, runbooks, standards, and process documentation in Confluence.\nAutomate provisioning, number management, and reporting with PowerShell, Python, and Power Automate to drive operational efficiency.\nIntegrate 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.\nServe as primary technical liaison to AWS, Microsoft, carriers, and implementation partners; manage support cases and partner deliverables through resolution.\nAct 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.\nDefine standards and design patterns for contact center development and enterprise telephony and mentor Systems Administrators and engineers on BTS standards and quality expectations.\nDevelop 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.\nQualifications\nQualifications:\nTypical Years of Experience is 7 years.\n3+ 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.\n5+ 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.\nSolid knowledge of SIP, RTP, codecs, Session Border Controllers (SBCs), call quality troubleshooting, and emergency calling (E911) requirements.\nHands-on number porting experience, including LOA preparation, carrier coordination, and port troubleshooting.\nExperience with Amazon Connect reporting and analytics, including real-time and historical metrics, contact trace records (CTR), Contact Lens, and dashboards/wallboards.\nExperience integrating Amazon Connect with ServiceNow, CRM or agent desktop solutions, workforce management, and chat.\nWorking knowledge of core AWS services supporting contact centers (Lambda, IAM, S3, DynamoDB, Kinesis, CloudWatch); infrastructure-as-code experience (CloudFormation, CDK, or Terraform) preferred.\nPowerShell scripting and automation experience.\nProven ability to lead requirements sessions with non-technical business leaders and translate them into call flows and technical designs.\nExperience managing vendor, partner, and carrier relationships (e.g., AWS, Microsoft, implementation partners, telecom carriers).\nIT service management experience with ServiceNow; project tracking with Jira; documentation in Confluence.\nRelevant certifications highly preferred, such as AWS Certified Developer - Associate, AWS Certified Solutions Architect - Associate, and Microsoft 365 Certified: Teams Administrator Associate.\nAbility and willingness to learn quickly, accept challenges and changes, and work independently with minimal direction.\nDetail-oriented and self-managing, with the ability to determine how environment changes impact customers and other systems.\nStrong customer service skills with a focus on delivering value-added collaborative services.\nExperience working with Agile methodology to promote flexibility, collaboration, and continuous improvement.\nStrong automation and scripting skills to streamline processes, enhance efficiency, and reduce the potential for human error.\nBusiness acumen to align technical expertise with broader business objectives.\nCloud computing skills, with familiarity with cloud platforms such as AWS, Azure, or Google Cloud.\nDemonstrated innovation mindset to drive technological advancements and improve business processes.\nAbility to design scalable systems that can support organizational growth and evolving needs.\nStrong troubleshooting skills to quickly and effectively resolve issues and maintain smooth IT operations.\nBroad thinking and creative thinking, with a development-oriented approach.\nDemonstrated comfort using AI-assisted tools in a professional context and approaching AI as a standard part of modern workflow.\nEducation Requirement\nBachelor’s Degree in Computer Science, Information Technology, Information Systems, or a related discipline.\nEquivalent experience and/or alternative qualifications will be considered.\nAdditional Company Details\nWe do not accept unsolicited resumes from third party recruiting agencies or firms.Additional Requirements\nLocation and Travel: Wilmington, DE Urbandale, IA Manassas, VA Scottsdale, AZSponsorship Details\nSponsorship not Offered for this 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