USAN, Inc.

Engineer

• Collaborate externally with customer business and technical leads to understand ongoing and upcoming business challenges/opportunities
• Translate customer requirements into technical requirements
• Collaborate internally in the SDLC with USAN project managers, business analysts, technical consultants, and Operations counterparts
• Perform problem resolution for existing solutions
• Make informed design and configuration decisions
• Stay current on upcoming Amazon Connect enhancements, features, and latest contact center trends

Amazon Connect Engineer

Support Engineer

• Join our dynamic team as a Support Engineer for USAN’s software services solutions and USAN AWS Managed Services clients.
• Play an important part during the night shift in providing quality support to our clients, ensuring smooth operation and rapid resolution of issues within our 24x7 Help Desk and Network Operations Center.
• Provide Tier 1 & Tier 2 support for USAN and its clients through documented processes and procedures.
• Diagnose and resolve client service-impacting issues in a timely and efficient manner.
• Work collaboratively with team members to effectively support our clients.
• Document client interactions and issue resolutions promptly and accurately using our HALO ITSM solution.
• Use documented procedures and resources to diagnose and resolve issues to ensure client satisfaction and support team effectiveness.
• Escalate reported issues to Tier 3 support teams per documented processes as needed.
• Conduct routine ticket audits in HALO ITSM to ensure overall ticket quality and closure.
• Oversee outage recovery efforts, including customer notifications, managing conference bridges, and documenting outage timelines.
• Monitor platform and application health using prescribed dashboards and diagnostic tools.
• Audit internal procedures to ensure accuracy and relevance in the current production environment.

Support Engineer I

Customer Success Manager

• Own the day-to-day technical relationship for a portfolio of Amazon Connect customers, serving as their go-to resource for questions, guidance, and escalations.
• Proactively monitor customer environments and partner with internal teams to identify and resolve issues before they impact operations.
• Lead regular customer service review meetings to report on platform health, open items, upcoming changes, and improvement opportunities.
• Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring USAN meets its commitments on every account.
• Act as Incident Manager during high-priority events — coordinating response, communicating status to customers, conducting after-action reviews, and delivering formal Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
• Coordinate change management activities, ensuring all platform changes follow proper approval and communication processes for both USAN and the customer.
• Advise customers on Amazon Connect best practices, new feature releases, and optimization strategies that align with their business goals.
• Collaborate with USAN's engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
• Create and maintain clear, accurate operations documentation, runbooks, and support playbooks for each assigned customer.
• Identify and communicate customer expansion opportunities to the USAN customer success team based on evolving needs.

Customer Success Coordinator

DevOps Engineer

• Build and maintain AWS infrastructure using Terraform
• Develop automation tooling and internal platforms using Python, Go, and C#
• Support and improve CI/CD and deployment workflows
• Design and maintain secure cloud architecture
• Implement and troubleshoot authentication and federation technologies such as SAML and OIDC
• Support enterprise-grade Amazon Connect deployments and integrations
• Work with engineering teams to improve developer workflows and platform reliability
• Participate in operational support, troubleshooting, and production issue resolution
• Contribute to AI-assisted development and automation initiatives leveraging LLM technologies

Amazon Connect Engineer

Support Engineer I

Customer Success Coordinator

Software Engineer – DevOps