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Description

Blink is at the forefront of the camera based consumer home security market. Come help us continue the winning streak by supporting the business while we grow and build the next generation of camera products.

Blink is looking for a talented solutions architect to join our customer service department to lead the team in designing artificial intelligence integrations, automation, and enhancements to our Amazon Connect call-center software to improve the customer experience.

This role will be critical in Blink's growth towards utilizing AI to better serve our customers and improve efficiency across the customer service department. With the right skills, there is an incredible opportunity for the right candidate to jump in and make a difference immediately.

Key job responsibilities

• Own and develop the AI capabilities of Blink's call center and CRM software

• Write and deploy code that integrates Amazon Connect with the various self-help platforms employed by Blink

• Implement new features in Blink's Amazon Connect instance as they are released

• Build out Blink's capability for utilizing Q for Amazon Connect to assist agents and improve call handle times

• Help plan and build a custom chat solution for Amazon Connect and integrate it to the CRM and Amazon Bedrock

About the team

The Blink-CS Technical Operations team is a small team that handles the tech stack for over 500 customer service agents and over two million customer tickets per year. We build automated processes, reporting, manage the data, and provide operational support to the entire customer service team.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - AZ | Virtual Location - FL | Virtual Location - GA | Virtual Location - NC | Virtual Location - PA | Virtual Location - SC | Virtual Location - TX

Basic Qualifications

• 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience

• 3+ years of design, implementation, or consulting in applications and infrastructures experience

• 10+ years of IT development or implementation/consulting in the software or Internet industries experience

• 5+ years experience utilizing AWS in a technical capacity including Amazon Connect

Preferred Qualifications

• 5+ years of infrastructure architecture, database architecture and networking experience

• Knowledge of SAP systems (like SAP Business Suite, S/4HANA, SAP Business Warehouse, SAP HANA, SAP Business Objects, etc.) and their architecture and infrastructure needs

• Experience working with end user or developer communities

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.