DWM Telecom Engineer I - Senior Cloud Communication (AIM)

Posting expires: October 12, 2026

Salary range: $63,401 - $84,650

General Description and Classification Standards:

The Telecom Engineer I – Senior Cloud Communication Engineer is responsible for designing, implementing, supporting, and continuously improving the organization’s cloud-based contact center and telecommunications environment. The position will primarily support Amazon Connect and its integration with customer-service applications, payment systems, workforce-management platforms, reporting tools, and enterprise telephony.

This role ensures system functionality for constituents and visitors to reliably reach the organization, navigate the IVR, receive emergency or outage information, make payments, and connect with the appropriate service representatives. The engineer will also provide technical leadership for call routing, voice quality, resiliency, security, vendor coordination, and telecommunications modernization.

Supervision Received:

Works under very general supervision. Depending on organization structure, may work independently with responsibility for an assigned function or program.

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

- Administer and support Amazon Connect, including contact flows, queues, routing profiles, prompts, hours of operation, callbacks, and emergency messaging.
- Design customer-friendly IVR experiences that reduce call transfers, wait times, and abandoned calls.
- Expertise in integrating Amazon Connect with CRM, billing, payment, outage, workforce-management, and customer-notification systems.
- Configure AWS services supporting the contact center, such as Lambda, Lex, S3, CloudWatch, DynamoDB, IAM, Kinesis, and API Gateway.
- Support enterprise telecom services, including, Cisco Call Manager, SIP trunks, telephone numbers, carriers, session border controllers, call recording, and number-porting activities.
- Monitor call quality, latency, dropped calls, routing failures, capacity, and platform availability.
- Accessing and developing dashboards and reports for call volume, wait time, abandonment, first-call resolution, containment, and agent performance.
- Troubleshoot complex voice, network, application-integration, and carrier-related incidents.
- Participate with establishing redundancy, disaster-recovery, failover, and business-continuity procedures for customer-facing telephone services.
- Implement security controls for recordings, customer information, payment transactions, access permissions, encryption, retention, and audit logging.
- Maintain technical documentation, call-flow diagrams, configuration standards, operational procedures, and recovery plans.
- Assist with coordinating telecommunications vendors, AWS partners, carriers, customer-service leadership, cybersecurity, network teams, and application owners.
- Manage releases and test IVR changes before production deployment.
- Identify automation and conversational-AI opportunities while ensuring customers can reach a live representative when necessary.
- Participate in an on-call rotation for critical contact-center or telecommunications outages.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities:

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

- Knowledge of concepts, processes and tools of the telecommunications industry.
- Knowledge of telecommunications systems operations among related organizations and functions.
- Well-developed technical skills within profession.
- Skills in organizing and presenting proposals or information.
- Ability to plan and carry out virtually any typical assignment within professional area.
- Ability to train others.
- Ability to build effective relationships within the organization.

Minimum Qualifications:

Education and Experience –

- Bachelor’s Degree in Computer Science or Electrical Engineering (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of nine (9) years of telecom experience); and
- Five (5) years of telecom experience, including project management or leadership experience.

Licensures and Certifications – None.

Preferred Requirements – Master’s Degree in Computer Science or Electrical Engineering and five (5) – eight (8) years of telecom experience supporting contact center platforms.

Work Environment:

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements:

Medium work : Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.